This paper reports on research which sought to identify andunderstand why specific mobile work support functionalitiesare a good fit with mobile work tasks of pharmaceuticalsales-force. The findings from the case interviews support the notion that specific mobile work support functionalities are useful and in some instances innovative in improving customer service, communication with customers and colleagues, reduce double-handling of data entries, andfacilitate the handling of administrative work during deadtimes. This research also identified that mobile work support functionalities such as location-related services and mobile job scheduling and dispatching of work are not a good fit and are likely to be strongly resisted by sales-force workers.
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