Remote Service Quality: How to Measure the Quality of Remote Service Encounters in the Capital Goods Industry

Remote Services allow manufacturers of capital goods to access and service assets located at the customer's site via electronic means. Asset data is transmitted directly to the manufacturer for analysis. As a result, maintaining or repairing an asset without an actual service dispatch is feasible. The advantages of the technology are manifold: cost reductions in after-sales services (e.g. travel cost reduction), elimination of expensive asset stand-stills, etc. Although the benefits are known, the application of the technology is still limited. It seems that many existing offerings are not tailored towards customer needs. Achieving excellence in service quality is indeed a very challenging task, especially for capital goods manufacturers. Nevertheless, it is surprising to see that there is limited knowledge which guides companies in designing remote services. This book assists by comprehensively identifying and describing relevant quality criteria. Results are based on a scientific study conducted in the machine manufacturing industry of German-speaking countries. Readers gain key customer insights and they are introduced to an instrument for continuous service quality improvement

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