Design Principles for Sustainable Field Service Management

For years, efficiency and customer satisfaction have been the two main priorities for field service management. However, the paradigm shift in sustainability raises new challenges for this critical area of the economy. This paper presents an architecture, prototype, and design principles for sustainable field service management solutions. The results emerge from a design science research project with a use case of port field service. Our contribution details how the three pillars of sustainability, namely, social, environmental, and economic, can be integrated into field service operations, green logistics, and customer-related information. For practitioners, this work proposes an instantiation of sustainable field service management that may inspire the sector to develop new decision-support systems suitable to minimize their impacts.