Remote Service Technology Perception and its Impact on Customer-Provider Relationships

An Empirical Exploratory Study in a B-to-B-setting
2012
ISBN: 978-3-8349-3100-9
Verlag: Gabler Verlag

Buch, Englisch, 419 Seiten, Paperback, Format (B × H): 148 mm x 210 mm, Gewicht: 565 g

Reihe: 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.

Zielgruppe

Academics and practitioners in the field of service and technology management and marketing; Practitioners concerned with marketing and management of service technologies in high tech industries such as IT, mechanical engineering and medical technology.

Autoren/Hrsg.

Paluch, Stefanie

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Marketing
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

Interaction and Customer Relations in the technology-based Service Encounter; The qualitative Method Gabek/WinRelan; Customers’ holistic Remote Service Experience

Über Autor(innen)

Dr. Stefanie Paluch received her doctorate at the Department of Marketing, TU Dortmund University under the guidance of Prof. Dr. Hartmut H. Holzmüller and Prof. Dr. Florian v. Wangenheim.