Remote Service Satisfaction: An Initial Examination

As more providers establish remote services for remote repair, remote diagnosis and maintenance purposes to provide greater value to their customers, understanding what creates a satisfying customer experience becomes crucial. Even though this understanding appears crucial, no studies have examined the factors that make customers satisfied with remote services. To partly fill this void, the authors examine the role that customer perceptions of (1) remote service technology, (2) remote service workflow, (3) economic value, (4) information exchange, (5) interaction, (6) remote service individualization, and (7) auxiliary services play in customer remote service satisfaction assessments. They find that remote service technology, remote service workflow, and interaction are the dominant factors in customer assessments of satisfaction. The authors discuss the implications of these findings and offer directions for future research.