Remote Service Technology Perception and its Impact on Customer-Provider Relationships: An Empirical Exploratory Study in a B-to-B-setting (Applied Marketing Science / Angewandte Marketingforschung)

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.