Table 1.

Remote group (shortened version).

Category	Sample Quotes
Personal autonomy and scope for action	“They let me work here in a self-determined way” (Employee). As long as I make my numbers, I could also start work at 4pm and be at home by then, baking cakes and doing the laundry. That’s up to me” (Employee). “[…] Organize themselves at home, go to the customer” (Manager).
Innovation, initiative, ideas	“The management is also always ready to say, we’ll try something new. And if it works, then it’s great. If it doesn’t work, you just have to do it differently” (Employee). “So what I can say that makes remote counselling work is the issue of personal responsibility and initiative” (Manager).
Customer orientation or relationship orientation	“Super advantageous for the client, because you come to his home. So logically, different atmosphere as well. The customer feels more comfortable” (Employee). “Because when you leave the branch, everything is quite regimented and uniformed, that’s my experience. And being different is stupid. Here, being different is intentional. Because we have to adjust to customers, and they don’t want soldiers, they want authentic godfathers at eye level” (Manager).
Support and exchange with colleagues and manager (community)	“Despite all that, we exchange a lot of information and say, ‘Hey, how would you approach this case? Or can I give you some feedback?’ We do that a lot, especially the management” (Employee). “In addition, I also have a face-to-face situation with each individual employee every week” (Manager).