More interestingly from the perspective of service companies is to investigate what advantages can be achieved by encouraging consumers to actually use smartphone apps. This is a specifically relevant question, as it extents the TAM to potential outcomes. Obviously, if a technology is useful and easy to use for consumers it does not mean that it makes sense for companies to introduce this technology. Therefore, clarifying the second research question also aims at deriving implications on whether it makes sense for service companies to launch an own app.