Theoretical Framework for Remote Service Adoption and Continued Usage

Abstract

In this research, I use an integrative approach to establish a theoretical framework for remote services and interactive remote services. Within this framework, I relate remote services to the fields of information systems, especially to studies on IT-adoption; to services marketing, in particular to concepts of customer-provider interaction and co-production; to management literature on organizational cooperations; and to concepts stemming from B2B marketing. From a methodological perspective this thesis aims at explaining organizational intention by linking it to perceptions of individual employees as a proxy. Therefore, remote service are related to literature on both individual and organizational behavior. This thesis adds and combines findings from different literature streams to form the theoretical basis for understanding (interactive) remote service perception, acceptance, and continued use.