By Nancy Wünderlich
Nancy V. Wünderlich employs a multi-method technique comprising a world qualitative learn in Germany, united states and China and a longitudinal quantitative learn to research distant prone. She develops the Interactive Technology-Mediated provider version (ITSUM) to supply a complete method of explaining either preliminary attractiveness and repeated, persevered utilization of distant providers in firms.
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Additional info for Acceptance of Remote Services: Perception, Adoption, and Continued Usage in Organizational Settings
2 Telematics in the Automotive Industry Car manufacturers offer their customers a variety of services aimed at facilitating the car’s purchase including ﬁnancial services, regular maintenance services and breakdown assistance services (Lenﬂe and Midler 2009). " The term "telematics" stems from the combination of the German words "Telekommunikation" (telecommunications) and "Informatik" (computer science). According to Chatterjee et al. (2001, p. " Telematics combine in-vehicle devices, wireless connections, and service content to deliver four major beneﬁts to consumers: safety, security, hands-free connectivity, and convenient access to mobile information and entertainment (Garretson, Howe, and Shuman 2001).
10 2. Conceptual Framework: Remote Services in Context of Technology-Mediated Services There is no agreement in literature on the conceptual relationship between e-services and selfservices. Surjadjaja, Ghosh, and Antony (2003) argue that to use a self-service, a customer has to go to the technology (such as an ATM) to receive the service whereas in e-service, a customer can receive the service through the Internet at home or in other places of his choosing. They consider a self-service to be less ﬂexible than e-service due to constraints of location.
G. online banking or ATM services, comprise the next group. These services are mostly automated and consist of pre-stored procedures where there is no interaction between a customer employee and a service provider employee. The technology is a dominant factor in the perception of e- and self-services, and in this case, technology represents both the service-interface and the interaction partner to the customer. I argue that in interactive remote services where a) technology is the only mediator between customer and provider and b) the provider employee and the customer employee interact in realtime, both components - the perception of the technology and the perception of the interaction with the interactive remote service provider - play substantial roles in the interactive remote services experience.
Acceptance of Remote Services: Perception, Adoption, and Continued Usage in Organizational Settings by Nancy Wünderlich