This thesis is closing with a concluding chapter in which the central results and contributions of this work are summarized. In chapter 6.1 all findings and unique insights of this study are summarized and the holistic framework of remote service experience is presented. In addition to that, theoretical contributions that could be derived from this work will be discussed in Chapter 6.2. Based on the empirical study several managerial implications have been set up that should help service provider to increase perception of the technology and the acceptance rate among customers. This chapter ends with a reflexion of methodological quality criteria and an outlook into future research.


Service Provider Service Technology Remote Service Service Encounter Interview Partner 
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© Gabler Verlag | Springer Fachmedien Wiesbaden GmbH 2011

Authors and Affiliations

  • Stefanie Paluch

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