Remote Service Technology Perception and its Impact on Customer-Provider Relationships

An Empirical Exploratory Study in a B-to-B-setting

  • Authors
  • StefanieĀ Paluch

Table of contents

  1. Front Matter
    Pages I-XVIII
  2. Stefanie Paluch
    Pages 1-7
  3. Stefanie Paluch
    Pages 8-33
  4. Stefanie Paluch
    Pages 34-109
  5. Stefanie Paluch
    Pages 110-153
  6. Stefanie Paluch
    Pages 154-340
  7. Stefanie Paluch
    Pages 341-369
  8. Back Matter
    Pages 370-419

About this book


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 customersā€™ 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.


Customer Relationship Management Qualitative Research Methods Remote Services Service Technology Technology Perception

Bibliographic information

  • DOI
  • Copyright Information Gabler Verlag | Springer Fachmedien Wiesbaden GmbH, Wiesbaden 2012
  • Publisher Name Gabler Verlag
  • eBook Packages Business and Economics
  • Print ISBN 978-3-8349-3100-9
  • Online ISBN 978-3-8349-6936-1
  • Buy this book on publisher's site
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