Acceptance of Remote Services: Perception, Adoption, and Continued Usage in Organizational Settings

Description

The increasing employment of information and communication technologies in companies and households has led to considerable changes in the way services are conceived, developed, and delivered. Nancy V. Wünderlich employs a multi-method approach comprising an international qualitative study in Germany, USA and China and a longitudinal quantitative study to analyze remote services. She develops the Interactive Technology-Mediated Service Model (ITSUM) to provide a comprehensive approach of explaining both initial acceptance and repeated, continued usage of remote services in organizations. Finally, she derives managerial implications for remote service providers on how to increase remote service acceptance among their customers and facilitate the export of remote services. Front Matter....Pages I-XXIV Introduction....Pages 1-6 Conceptual Framework: Remote Services in Context of Technology-Mediated Services....Pages 7-29 Theoretical Framework for Remote Service Adoption and Continued Usage....Pages 31-84 Methodological Superstructure and Empirical Setting....Pages 85-91 Qualitative Exploratory Interview Study....Pages 93-130 Hypotheses Development....Pages 131-148 Quantitative Studies....Pages 149-200 Summary and Conclusions....Pages 201-208 Back Matter....Pages 209-262