Enterprise mobility and support outsourcing: A research model and initial findings

Authors:
Christina C. Loh;Andrew D. Stadlen;Rahul C. Basole;John D. Moses;Conor Tuohy
Affiliations:
(Corresponding author) Palm Enterprise Support, 950 W. Maude Ave, Sunnyvale, CA 94085, USA. E-mail: christina.loh@palm.com;Palm Customer Experience, 950 W. Maude Ave, Sunnyvale, CA 94085, USA. E-mail: andrew.stadlen@palm.com;Tennenbaum Institute, Georgia Institute of Technology, 760 Spring Street NW, Atlanta, GA 30332, USA. E-mail: rahul.basole@ti.gatech.edu;Palm Customer Relations, 950 W. Maude Ave, Sunnyvale, CA 94085, USA. E-mail: john.moses@palm.com;Palm Marketing, 950 W. Maude Ave, Sunnyvale, CA 94085, USA. E-mail: conor.tuohy@palm.com
Venue:
Information-Knowledge-Systems Management - Enterprise Mobility: Applications, Technologes and Strategies
Year:
2008

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Abstract

The evolution of the wireless industry and the rapid proliferation of a mobile workforce have left businesses at a disadvantage. Business customers must be creative with currently available support resources in order to address their needs. Organizations with high mobile usage maturity levels are moving towards greater device and policy standardization and are seeking a solution to their problems. Given the intrinsic gaps in current mobile network operator business models to meet business customers' wireless device support needs, and that businesses themselves are just starting to develop their capabilities in-house, this paper investigates organizational receptiveness towards outsourcing and the potentially compelling benefits that outsourcing offers.