Changes and challenges in the after sales service due to the electric mobility

Dombrowski, Uwe; Engel, Christian; Schulze, Sven

doi:10.1109/soli.2011.5986532

Cited by 22 publications

(14 citation statements)

References 9 publications

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“…However, the trend toward electric vehicles not only has a tremendous impact on manufacturers and suppliers in the automotive industry, but the after-sales service is also significantly affected (Diez, 2010;Dombrowski, Engel, & Schulze, 2011a). The after-sales service has a marked influence on customer satisfaction and is the basis for a long-term buyer-seller relationship.…”

Section: Influence Of Electric Vehicles On After-sales Servicementioning

confidence: 99%

“…Today, many of the necessary maintenance and repair works are related to the internal combustion engine and power transmission. However, the specific development of the after-sales business is difficult to forecast at present (Dombrowski, Engel, & Schulze, 2011a) because the crucial influencing factor of the after-sales service market and its activities is the automobile population. New tasks will be created, but enterprise strategies have to adapt to the new conditions.…”

Section: Influence Of Electric Vehicles On After-sales Servicementioning

confidence: 99%

“…The personal relationship between a driver and his repair shop will be weakened if new and customer-oriented business models in the e-mobility part are implemented (Dombrowski, Engel, & Schulze, 2011a). Indeed, the acquisition of a repair service is more complex than the acquisition of spare parts or a new or used car, but especially for standard repair services or maintenance tasks prices can easily be compared by Internet users.…”

Section: Influence Of Electric Vehicles On After-sales Service 313mentioning

confidence: 99%

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Influence of Electric Vehicles on After-Sales Service

Schulze

Engel

Dombrowski

2012

Service Science, Management, and Engineering:

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Section: Influence Of Electric Vehicles On After-sales Servicementioning

confidence: 99%

Section: Influence Of Electric Vehicles On After-sales Servicementioning

confidence: 99%

Section: Influence Of Electric Vehicles On After-sales Service 313mentioning

confidence: 99%

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Influence of Electric Vehicles on After-Sales Service

Schulze

Engel

Dombrowski

2012

Service Science, Management, and Engineering:

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“…Car service maintenance is a key topic for automotive industries as service operators are the main interface between the brand and customers with car issues (Dombrowski et al 2011;Gaiardelli et al 2014). Therefore, for manufactures a main objective is to invest in effective tools to enhance service operators' procedural skills.…”

Section: Introductionmentioning

confidence: 99%

Effectiveness of a multidevice 3D virtual environment application to train car service maintenance procedures

et al. 2016

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This paper reports a study which demonstrates the advantages of using virtual-reality based systems for training automotive assembly tasks. Sixty participants were randomly assigned to one of the following three training experience to learn a car service procedure: i) observational training through video instruction; ii) an experiential virtual training and trial in a CAVE; and iii) an experiential virtual training and trial through a portable 3D interactive table. Results show that virtual trained participants, after the training, can remember significantly better (p <.05) the correct execution of the steps compared to video-trained trainees. No significant differences were identified between the experiential groups neither in terms of post-training performances nor in terms of proficiency, despite differences in the interaction devices. The relevance of the outcomes for the automotive fields and for the designers of virtual training applications are discussed in light of the outcomes, particularly that virtual training experienced through a portable device such as the interactive table can be effective, as can training performed in a CAVE. This suggests the possibility for automotive industries to invest in advanced portable hardware to deliver effectively long-distance programmes of training for car service operators placed all over the world.

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“…Moreover, the enhancement of these operators and their accuracy in maintenance procedures is important for auto-makers because service operators are the main interface for the customers (i.e., to solve their cars' issues). Therefore, the performance of these operators could affect the brand image, especially when new models of cars are released on the market and the skills of operators in supporting customers' needs to become an essential factor for the success of these new products [14,15]. VR/MR tools are considered reliable solutions to train operators of service maintenance, at least, for three main reasons underlined in literature [6,8,16].…”

Section: Introductionmentioning

confidence: 99%

Empirical evidence, evaluation criteria and challenges for the effectiveness of virtual and mixed reality tools for training operators of car service maintenance

Borsci

Lawson

Broome

2015

Computers in Industry

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A note on versions:The version presented here may differ from the published version or from the version of record. If you wish to cite this item you are advised to consult the publisher's version. Please see the repository url above for details on accessing the published version and note that access may require a subscription. AbstractThe debate on effectiveness of virtual and mixed reality (VR/MR) tools for training professionals and operators is long-running with prominent contributions arguing that there are several shortfalls of experimental approaches and assessment criteria reported within the literature. In the automotive context, although car-makers were pioneers in the use of VR/MR tools for supporting designers, researchers started only recently to explore the effectiveness of VR/MR systems as mean for driving external operators of service centres to acquire the procedural skills necessary for car maintenance processes. In fact, from 463 journal articles on VR/MR tools for training published in the last thirty years, we identified only eight articles in which researchers experimentally tested the effectiveness of VR/MR tools for training service operators' skills. To survey the current findings and the deficiencies of these eight studies, we use two main drivers: i) a well-known framework of organizational training programmes, and ii) a list of eleven evaluation criteria widely applied by researchers of different fields for assessing the effectiveness of training carried out with VR/MR systems. The analysis that we present allows us to: i) identify a trend among automotive researchers of focusing their analysis only on car service operators' performance in terms of time and errors, by leaving unexplored important pre-and post-training aspects that could affect the effectiveness of VR/MR tools to deliver training contents -e.g., people skills, previous experience, cibersickness, presence and engagement, usability and satisfaction and ii) outline the future challenges for designing and assessing VR/MR tools for training car service operators.

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Changes and challenges in the after sales service due to the electric mobility

Cited by 22 publications

References 9 publications

Influence of Electric Vehicles on After-Sales Service

Influence of Electric Vehicles on After-Sales Service

Effectiveness of a multidevice 3D virtual environment application to train car service maintenance procedures

Empirical evidence, evaluation criteria and challenges for the effectiveness of virtual and mixed reality tools for training operators of car service maintenance

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