Will They Like It? – Understanding Customer Adoption of Connected Car Services within Automotive Aftersales

Antonia Hanesch, Philipp Brune () and Heiko Gewald
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Antonia Hanesch: Neu-Ulm University of Applied Sciences
Philipp Brune: Neu-Ulm University of Applied Sciences
Heiko Gewald: Neu-Ulm University of Applied Sciences

A chapter in Exploring Digital Resilience, 2022, pp 103-117 from Springer

Abstract: Abstract Connected IT services are considered a key offering for the future differentiation of car manufacturers in automotive aftersales. Enabled by ICT, the additional value and customer experience offered can make the difference on the market. However, the customers’ perception and thus their intention to use such services has rarely been studied in the literature so far. Since their actual adoption is crucial to achieve a competitive advantage, this paper presents criteria that influence the usage intention. They have been analyzed by an exploratory quantitative study using the Unified Theory of Acceptance and Use of Technology and PLS-SEM. Results of the survey (n = 260) indicate that the intention to use connected services strongly depends on their overall risk aversity regarding online activities in general. It shows the necessity for car manufacturers to put more focus on offering the right services to their target groups.

Keywords: Connected services; Automotive aftersales; Adoption (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:lnichp:978-3-031-10902-7_8

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DOI: 10.1007/978-3-031-10902-7_8

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