Paul Frederic Sela

Enhancing customer satisfaction: The impact of IoT-driven process change

Tuesday, 7. May 2024 - 12:30 to 13:30, Zoom - Online Only

Speaker: Monika Malinova Mandelburger

Abstract: Over the past decade, organizations have been increasingly relying on digital technologies to meet customer demands. Among these, the Internet of Things (IoT) is one example of an umbrella of technologies that is often used for this purpose. The adoption of IoT technologies often alters business processes, which in turn affects the customers in various ways. This research talk will delve into how IoT-driven process changes impact customer satisfaction. 

Short Bio: Monika Malinova Mandelburger is a postdoctoral researcher with the Business Informatics Group (BIG) of the Institute of Information Systems Engineering at TU Wien, Austria. Before joining the BIG team, she was a postdoctoral researcher at the Institute for Data, Process and Knowledge Management at WU Wien, Austria, where she also completed her doctoral studies. Monika's research interests involve digital process change, and various topics on conceptual modeling and business process management. She has published her work in journals like MISQ and Information Systems, and in major IS conferences such as ICIS, ECIS and HICSS.