With the introduction of virtual reality (VR) devices for private consumers in 2013, the industry experience great attention and notable progresses have been made in relation to hardware components (Papagiannidis et al. 2013). This enables better experiences of virtual environments and reduces the awareness of the consumer to be exposed to virtual stimuli, so that the virtual environment is perceived as (almost) real – the so-called immersion effect (Grau 2003). Even though VR is already in place, little research in service marketing literature exists about it (Bigné, Llinares, and Torrecilla 2016), so that this technique represents one of the most important topics to investigate from service perspective (Kannan and Li 2017). We assume that the immersion-effect might influence the perception of the service encounter and thus influence consumer evaluation in a new way. Thereby, we contribute to service marketing literature by exploring the value and barriers for VR usage in so-called virtually-extended service encounters from a customer perspective. Thereby, we further examine for which kind of services VR is useful, how consumer perceive VR technology in service environments and how the extension of the traditional service encounter by VR technology influences consumers’ service quality evaluations. VR represents a promising technology to promote high-involvement products or services like travel, furniture, or cars. Companies offering these kind of products and services can provide simple devices to customers, who can experience the product in a realistic setting upfront their purchase decisions. Especially novelty and innovation characteristics of VR-technology may have positive spillover effects on company brand, the product as well as the final purchase decision. To proceed with this research, we plan lab experiments with well-developed VR-devices.

• S. Paluch(RWTH Aachen University, Germany)
• M. Joerling(RWTH Aachen University, Aachen, Germany)