Service Transformation through Remotization – A Competence-Based Analysisof Remote Service Providers

Abstract

Physical distance has traditionally been regarded as a major burden for service delivery on a global scale. Nowadays, however, it has become less disturbing as modern information and communication technologies paved the way for the representation and connection of physical objects in virtual network structures (Kopetz 2011). Along with the digitalization of operations in this context, there is evidence for the remotization of service operations (Wunderlich 2009; Schumann et al. 2012). It refers to the growing implementation of remote service delivery, which represents the Internet-based provision of technology-mediated service elements regardless from geographical proximity to the service object. Industrial service providers, for instance, can utilize remote service delivery for providing machinery maintenance directly at customer site with less costs and time spent on travelling. Likewise, they get in a position to reduce machine downtime through quicker problem diagnostics and immediate troubleshooting (Biehl et al. 2004). However, by replacing face-to-face interaction with technology mediation and digitalizing the service outcome at customer site, it appears that the value-added processes of remote service delivery differ considerably from that of traditional service delivery