Results of the Empirical Study

Abstract

The results of the empirical study are to be presented in this chapter. According to the research questions of this dissertation the results are divided into three main sections. The first section (Chapter 5.1) presents the general remote service evaluation based on customers’ statements from the interviews. These evaluations serve as a first insight on customers’ general remote service perception. Chapter 5.2 presents the results about customers’ remote service perception in more detail. The findings of the analysis are enriched by customers’ quotations that provide vivid insights of how customers experience the service technology. The third section 5.3 reveals the results relating to the customer-provider relationship in a remote service encounter. The chapter is completed by a synthesis of the results into a holistic framework that represents customer remote service perception.