Abstract
“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 to the way services are provided and delivered (Bitner, Brown, and Meuter 2000). Modern information technologies leverage service advances (Ostrom et al. 2010) and alter not only the nature of services and their delivery process (Bitner, Brown, and Meuter 2000) but also the interaction at the interface between service providers and customers (Colby and Parasuraman 2003). (Self)-Service technologies in B2C-settings have received considerable research interest over the last years (Dabholkar 1996; Makarem, Mudambi, and Podoshen 2009). However these concepts fall short in explaining complex service technologies in business-to-business settings.
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Paluch, S., Holzmüller, H.H. (2015). Remote Service Technologies - A Framework and Factors Influencing Adoption in B2B Relationships. In: Dato-on, M. (eds) The Sustainable Global Marketplace. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-10873-5_225
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DOI: https://doi.org/10.1007/978-3-319-10873-5_225
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