Development of remote customer service formats in the funeral services sector

This article examines the evolution of remote customer service formats in the funeral services industry, influenced by digital technologies and shifting lifestyles. This topic is relevant due to increased mobility, weakening of family ties, the spread of online communications, and the demand for environmentally friendly practices related to death and memory. The scientific novelty lies in combining data on digital ordering channels, remote ceremony formats, and long-term memorialization tools into a single service-cycle model, shifting the focus from the physical organization of funerals to the management of memory, social connections, and digital heritage. The study describes models of online service adoption, digital cemetery practices and online memorials, virtual participation technologies, and environmentally friendly burial alternatives. Particular attention is paid to trust risks, financial transparency, data ethics, and ritual authenticity. The study aims to provide guidance on service transformation and establish quality criteria for remote services. This approach involves analyzing scientific sources, comparing methods, and employing conceptual modeling. The conclusion offers implications for service providers and regulators. The article is intended for researchers of the service economy, funeral directors, and digital transformation specialists.