Affiliations: Palm Enterprise Support, 950 W. Maude Ave, Sunnyvale,
CA 94085, USA. E-mail: [email protected] | Palm Customer Experience, 950 W. Maude Ave, Sunnyvale,
CA 94085, USA. E-mail: [email protected] | Tennenbaum Institute, Georgia Institute of Technology,
760 Spring Street NW, Atlanta, GA 30332, USA. E-mail:
[email protected] | Palm Customer Relations, 950 W. Maude Ave, Sunnyvale,
CA 94085, USA. E-mail: [email protected] | Palm Marketing, 950 W. Maude Ave, Sunnyvale, CA 94085,
USA. E-mail: [email protected]
Note: [] Corresponding author
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.
