The second chapter serves as a conceptual foundation for this work. Starting with a brief introduction of emerging technology-mediated services such as eservices and self-services and their respective fields of application (see Chapter 2.1), this chapter provides a definition and a classification of remote services (see Chapter 2.2). Proactive remote services are introduced, defined and distinguished from remote services and interactive remote services based on their constitutive service characteristics (see Chapter 2.3). In addition benefits and challenges of this technology are discussed (see Chapter 2.4), before related concepts and studies of remote services are presented (see Chapter 2.5).


Service Center Conceptual Foundation Remote Service Traditional Service Wireless Phone 
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Copyright information

© Gabler Verlag | Springer Fachmedien Wiesbaden GmbH 2011

Authors and Affiliations

  • Stefanie Paluch

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