Remote Service Technologies - A Framework and Factors Influencing Adoption in B2B Relationships

摘要: “The world is becoming characterized by services” (Ostrom et al. 2010, p. 4) during the last decade, services industries were subject to considerable changes with regard way are provided and delivered (Bitner, Brown, Meuter 2000). Modern information technologies leverage service advances 2010) alter not only nature of their delivery process 2000) but also interaction at interface between providers customers (Colby Parasuraman 2003). (Self)-Service in B2C-settings have received research interest over years (Dabholkar 1996; Makarem, Mudambi, Podoshen 2009). However these concepts fall short explaining complex business-to-business settings.