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Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles

Asad Ullah (), Wang Aimin () and Mansoora Ahmed ()
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Asad Ullah: School of Management, Wuhan University of Technology, Wuhan 430070, China
Wang Aimin: School of Management, Wuhan University of Technology, Wuhan 430070, China
Mansoora Ahmed: School of Management, Wuhan University of Technology, Wuhan 430070, China

Sustainability, 2018, vol. 10, issue 5, 1-11

Abstract: A major challenge to cleaner and more sustainable transportation is the lack of adoptability of electric vehicles (EVs) by customers. Therefore, most of the vehicles we see on the road use fossil fuel instead of sustainable green energy sources. One way to improve customer acceptance is to market EVs as a socially desirable product, rather than only environmentally friendly. The silver lining to promote is the potential of information and communications technology (ICT) features in EVs, which can lead to a deeper connection between the EVs and their users. These engaging technologies can bring customers closer to the company, resulting in generating big data, which can lead to even deeper insights into customer preferences. Because the technology of vehicle connectivity and automation is just taking off, it is important to understand how these technologies in EVs can enhance customer experiences and result in sustainable customer engagement. Unfortunately, this important research area remains neglected. This research, therefore, is focused on building a conceptual framework for understanding the influence of electric vehicle (EV) automation and connectivity on customer experience, and ultimately, customer engagement.

Keywords: customer experience; customer engagement; electric vehicles; automation; connectivity (search for similar items in EconPapers)
JEL-codes: Q Q0 Q2 Q3 Q5 Q56 O13 (search for similar items in EconPapers)
Date: 2018
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