Recent advances of information technologies alter not only the nature of services and their delivery process but also the interaction at the interface between service provider and customer. Increasingly more companies offer remote services in B2B-settings, which imply a reduced personal contact between provider and customer. The transformation from close personal contact to technology-mediated interaction is challenging both the service provider and the customer. Against this background, this research focuses on the exploration of a new type of technology mediated services so-called remote service in an international B2B-context. My dissertation intends to contribute to literature by (1) exploring how customers perceive and evaluate remote services; (2) identifying their expectations; (3) revealing how the transformation from close personal contact to technology- mediated interaction affects the relationship between service provider and customer (4) comparing the results from USA, Germany and Sweden. Results of this research generate valuable managerial implications for remote service providers that help to enhance the service perception, the usage behavior and the strengthening of customer relations.
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- Implications of Remote Service Delivery on Customer Relationship Management: A Qualitative Study in a B2B-Setting