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

Creators: Hanesch, Antonia and Brune, Philipp and Gewald, Heiko
Title: Will They Like It? Understanding Customer Adoption of Connected Car Services within Automotive Aftersales
Item Type: Conference or Workshop Item
Event Title: (Proceedings of the) 18th Italian Chapter of the Association for Information Systems (itAIS)
Event Location: Trento, Italy (on-site and online)
Event Dates: October, 15 - 16, 2021
Projects: CROSS
Date: 2021
Divisions: Informationsmanagement
Abstract (ENG): 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.
Forthcoming: No
Language: English
Citation:

Hanesch, Antonia and Brune, Philipp and Gewald, Heiko (2021) Will They Like It? Understanding Customer Adoption of Connected Car Services within Automotive Aftersales. In: (Proceedings of the) 18th Italian Chapter of the Association for Information Systems (itAIS), October, 15 - 16, 2021, Trento, Italy (on-site and online).

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