Telematics in the automotive industry are the most popular example of Connected Services. But despite their implementation in several million of vehicles worldwide, there has only been little consideration in research. Clemens Hiraoka analyzes the entire customer lifecycle from awareness, acceptance, and usage to the renewal of the service contract and uncovers the drivers in each of these stages. His evaluation gives a series of new implications for management and research.This manual TeleServices call, based on a service need recognized by the driver or just for arranging an appointment when changing ... In other situations, a mobile service unit of BMW might be dispatched, using the already retrieved information on the vehicle and its ... OEM due to the simultaneous reduction in number of customer touchpoints (HoltbrA¼gge, HolzmA¼ller, and von Wangenheim 2007, p.17).
|Title||:||Technology Acceptance of Connected Services in the Automotive Industry|
|Publisher||:||Springer Science & Business Media - 2009-09-30|