Remote Service Technology Perception and its Impact on Customer-Provider Relationships
ISBN:
978-3-8349-3100-9
Auflage:
2012
Verlag:
Betriebswirtschaftlicher Verlag Gabler
Land des Verlags:
Deutschland
Erscheinungsdatum:
23.09.2011
Reihe:
Applied Marketing Science / Angewandte Marketingforschung
Format:
Softcover
Seitenanzahl:
419
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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.
Biografische Anmerkung
Dr. Stefanie Paluch received her doctorate at the Department of Marketing, TU Dortmund University under the guidance of Prof. Dr. Hartmut H. Holzmüller and Prof. Dr. Florian v. Wangenheim.
