The increasing employment of information and communication technologies in companies and households has led to considerable changes in the way services are conceived, developed, and delivered. Nancy V. Wünderlich employs a multi-method approach comprising an international qualitative study in Germany, USA and China and a longitudinal quantitative study to analyze remote services. She develops the Interactive Technology-Mediated Service Model (ITSUM) to provide a comprehensive approach of explaining both initial acceptance and repeated, continued usage of remote services in organizations. Finally, she derives managerial implications for remote service providers on how to increase remote service acceptance among their customers and facilitate the export of remote services.

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About the author

Dr. Nancy Wünderlich received her doctorate at Technische Universität München under the guidance of Prof. Florian v. Wangenheim and Prof. Mary Jo Bitner.

Bibliographic Information

Book Title: Acceptance of Remote Services
Book Subtitle: Perception, Adoption, and Continued Usage in Organizational Settings
Authors: Nancy V. Wünderlich
Series Title: Applied Marketing Science / Angewandte Marketingforschung
DOI: https://doi.org/10.1007/978-3-8349-8533-0
Publisher: Gabler Verlag Wiesbaden
eBook Packages: Business and Economics (German Language)
Copyright Information: Gabler Verlag | Springer Fachmedien Wiesbaden GmbH, Wiesbaden 2010
Softcover ISBN: 978-3-8349-1957-1Published: 17 November 2009
eBook ISBN: 978-3-8349-8533-0Published: 09 August 2010
Series ISSN: 2627-1982
Series E-ISSN: 2627-2008
Edition Number: 1
Number of Pages: XXIV, 262
Number of Illustrations: 54 b/w illustrations
Topics: Marketing, Management

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Table of contents (8 chapters)

Front Matter

Back Matter

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