Title: Intangible benefits of mobile business services

Authors: Maiju Vuolle

Addresses: Department of Business Information Management and Logistics, Tampere University of Technology, FI-33101 Tampere, Finland

Abstract: Mobile business services have a potential for providing more efficient business processes as well as increased productivity and revenues for companies in several industries. In addition to these tangible benefits, mobile business services may also create intangible impacts which usually have a positive effect on the business performance of a company. However, these intangible benefits, such as improved employee satisfaction or image of a company, have been less studied as regards evaluating the value of mobile service investments. Therefore, this paper aims at identifying intangible benefits derived from using mobile business services. The concept of mobile business service refers to a business-oriented service that the user operates using a mobile device to connect to business processes. Based on a literature review and two case studies, this paper categorises the intangible benefits of mobile business services into three components of intellectual capital: human capital, structural capital and relational capital.

Keywords: mobile services; m-services; business services; intangible benefits; intellectual capital.

DOI: 10.1504/IJLIC.2011.037358

International Journal of Learning and Intellectual Capital, 2011 Vol.8 No.1, pp.50 - 62

Published online: 27 Nov 2014 *

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