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 customersa holistic remote service experience and derives theoretical propositions that reflect main influence factors.er skills and more competence than local on-site technicians (field service engineers) (WA¼nderlich 2009). aquot;Some customers ... and the engineers. aquot;Like, there was a time where remotely they diagnosed that the x-ray looked like it was bad.
|Title||:||Remote Service Technology Perception and its Impact on Customer-Provider Relationships|
|Publisher||:||Springer Science & Business Media - 2011-10-01|