ENGLISH

Remote Service Technology Perception and its Impact on Customer-Provider Relationships: An Empirical Exploratory Study in a B-to-B-setting

By Stefanie Paluch (auth.)

Book information

Publisher
Gabler Verlag
Year
2012
ISBN
978-3-8349-3100-9, 978-3-8349-6936-1
DOI
10.1007/978-3-8349-6936-1
Language
english
Format
PDF
Filesize
193 MB (202199738 bytes)
Edition
1
Pages
419\437
Orientation
yes
Scanned
yes
Time added
2013-08-01 04:00:00
Marketing

Description

Remote services represent a young, but already important and fast growing form of technology-mediated services,. Stefanie Paluch employs multiple qualitative methods to explore the perception of remote services and its impact on customer-provider relationships in USA, Germany and Sweden. She develops a comprehensive model about customers’ holistic remote service experience and derives theoretical propositions that reflect main influence factors. Based on the empirical data, she generates managerial implications for remote service providers on how to increase the technology adoption and reinforce the relationships with their customers in high-technology environments.

Similar books