Mobile Work Support for Field Service: A Literature Review and Directions for Future Research

Advances in mobile technology and wearable devices as well as enhanced integration between information systems (IS) allow greater efficiency and new service offerings. Especially for location-dependent field service scenarios, new opportunities for hybrid value creation arise. Until now, leveraging sensor data of products and mobile work support for field service mostly remains a promising, yet unused potential. Also, first successes are scattered around various industries going digital. Thus, this paper explores the current state of research on mobile work support for field service by using the methodology of a systematic literature review (SLR). Based on a keyword search yielding 1899 contributions and 94 papers that were analysed in-depth, our contribution is two-fold: First, we present a comprehensive overview of the current state of research and central issues for mobile work support throughout the entire service lifecycle. Second, we outline directions for future research and relevant challenges in theory and practice.