Remote Service Technology Perception and its Impact on Customer-Provider Relationships [electronic resource] : An Empirical Exploratory Study in a B-to-B-setting /
Paluch, Stefanie.author.
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 customers’ 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.
Description based upon print version of record.
Foreword; Acknowledgements; Table of Contents; List of Figures; List of Tables; 1 Introduction; 1.1 Motivation; 1.2 Research Questions; 1.3 Structure of the Thesis; 2 Conceptual Foundation of Remote Services; 2.1 Introduction into technology-mediated Services; 2.2 Defi niti on and Positi oning of Remote Services; 2.3 Remote Services in the Service Context; 2.3.1 Intangibility; 2.3.2 Perishability; 2.3.3 Simultaneity of Production and Consumption; 2.3.4 Integration of the External Factor; 2.3.5 Heterogeneity; 2.4 Benefits and Challenges of Remote Services; 2.5 Studies on Remote Services
2.6 Conclusion and Implications3 Theoretical Framework; 3.1 Theoretical Foundation of the Service Encounter; 3.1.1 The Service Encounter; 3.1.2 Service Quality in the Service Encounter; 3.1.2.1 Service Quality in the B2C Service Encounter; 3.1.2.2 Service Quality in the B2B Service Encounter; 3.1.2.2.1 Service Provider Characteristics; 3.1.2.2.2 Service Employee Characteristics; 3.1.2.2.3 Interaction; 3.1.2.2.4 Product and Services; 3.1.2.2.5 Price and Costs; 3.1.2.2.6 Additional Services; 3.1.2.3 Conclusion; 3.1.3 The Employee in the Service Encounter; 3.1.3.1 Studies on Employee Behavior
3.1.3.2 The Employee in the B2B Service Encounter3.1.3.3 Conclusion; 3.1.4 The Service Customer in the Service Encounter; 3.1.4.1 Customer Roles in the Service Encounter; 3.1.4.2 Motives of Customer Integration; 3.1.4.3 Conclusion; 3.2 Technology in the Service Encounter; 3.2.1 Changing Nature of Service Encounters; 3.2.2 (Dis-) Advantages of Technology in the Service Encounter; 3.2.3 Service Technology Research; 3.2.3.1 Customer Readiness; 3.2.3.2 Technology Readiness; 3.2.3.3 Technology in the B2B Encounter; 3.2.4 Conclusion
3.3 Interaction and Customer Relations in the technology-based Service Encounter3.3.1 The Pyramid Model; 3.3.2 Technology-based Customer Contact; 3.3.3 Employees in the Technology-based Customer Contact; 3.3.4 Relationships and the Technology-based Service Encounter; 3.3.5 Conclusion; 3.4 Theoretical Foundation of Technology Adoption; 3.4.1 Innovation Diffusion Theory (IDT); 3.4.2 Theory of Reasoned Action (TRA); 3.4.3 Theory of Planned Behavior (TPB); 3.4.4 Technology Acceptance Model (TAM); 3.4.5 The Unified Theory of Acceptance and Use of Technology (UTAUT)
3.4.6 Interactive Technology-Mediated Service Usage Model (ITSUM)3.4.7 Conclusion; 4 Research Design; 4.1 Qualitative Research; 4.1.1 Qualitative Research in the Context of Remote Service Technology; 4.1.2 Conclusion; 4.2 Empirical Phase; 4.2.1 Online Focus Groups as a Pilot Study; 4.2.2 Qualitative Interviews; 4.2.2.1 Interview Guide; 4.2.2.2 Sampling; 4.2.2.3 Conduction of Personal Interviews and Observations; 4.2.3 Conclusion; 4.3 Data Analysis; 4.3.1 The Method GABEK/WinRelan; 4.3.2 Process; 4.3.2.1 Text Units; 4.3.2.2 Criterion Coding; 4.3.2.3 Keyword coding; 4.3.2.4 Evaluation Coding
4.3.2.5 Causal Coding
Thesis (Ph.D)--TU Dortmund University, 2011.
Includes bibliographical references.
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 customers’ 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.
Marketing.
Marketing.