Impact of Electric Mobility on the after Sales Service in the Automotive Industry

Dombrowski, Uwe; Engel, Christian

doi:10.1016/j.procir.2014.01.022

Cited by 30 publications

(24 citation statements)

References 9 publications

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“…According to Dombrowski and Engel (2014), the automotive market is presently under remarkable change. Currently, a transformation is under away from the conventional internal combustion based engines, to electric mobility.…”

Section: Introductionmentioning

confidence: 99%

Performance measurement of the after-sales service network: Evidence from the automotive industry

Fard¹,

Hosseini²

2015

10.5267/j.msl

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This paper presents an empirical investigation to determine important factors influencing on customer satisfaction in after-sales service network of automotive industry. The study designs two questionnaires, one for measuring the quality of after-sales services and the other for measuring customers' satisfaction. The study selects a sample of 265 randomly selected customers out of 850 people who received the services from an automotive firm in Iran. Cronbach alpha has calculated as 0.82, which is well above the minimum desirable level. Using Spearman correlation the study has detected a positive and meaningful relationship between services and customer satisfaction (r=0.48, Sig. =0.01), a positive relationship between being responsiveness and customer satisfaction (r=0.51, Sig. =0.01) and finally a positive relationship between speed of operation customer satisfaction (r=0.45, Sig. = 0.01). Moreover, there was a positive and meaningful relationship between cost of services and customer satisfaction (r=0.68, Sig. = 0.01) and a positive relationship between quality of services of after-sales services and customer satisfaction (r = 0.61, Sig. =0.01).

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Section: Introductionmentioning

confidence: 99%

Performance measurement of the after-sales service network: Evidence from the automotive industry

Fard¹,

Hosseini²

2015

10.5267/j.msl

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show abstract

“…In conditions of strong competition in this market, they may be willing to lower the price of the primary product if they estimate that the lost profit from the sales will be compensated by the profit from the services provided in the secondary market. According to Dombrowski and Engel (2014), the automotive market is presently undergoing a remarkable change -moving from the conventional internal combustion engines to electric mobility. All the various stakeholders operating in the field of the automotive aftermarket will be influenced by this change.…”

Section: Literature Reviewmentioning

confidence: 99%

Basic characteristics of competitive relations in the after-sales market of motor vehicles in Serbia

Domazet¹,

Stošić²

2017

Ekonomika preduzeca

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“…In figure 3 a selection of the most important identified effects are shown and further explained in the following text passages: (Dombrowski and Engel, 2014;Dudenhöffer, 2012;Forster, 2013;Jühling, 2009;ZDK, 2014a;Rührmaier, 2014;ZEW, 2014;ZVEI, 2014) R&D innovation expenditure and the development of vehicle technology…”

Section: Influence Of Car Manufacturers Developmentsmentioning

confidence: 99%

“…Well-educated labour force is an important competitive factor for passenger car maintenance companies. The training possibilities within dependent passenger car maintenance companies are very good, in workshop chains good and in independent workshops medium to poor (Dombrowski & Engel, 2014).…”

Section: Development Of Passenger Car Maintenance Companies' Human Camentioning

confidence: 99%

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Competitive Position of Dependent Passenger Car Maintenance Companies – Influences, Developments and Challenges in the German Market

Werdich¹

2015

JOC

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The presented paper concerns itself with passenger car maintenance companies and their competitiveness. Internal and external influences, change drivers and general changes in the companies and their organisation were identified and analysed. The influence of the development of technology and the diffusion of innovations are highlighted in particular. Under consideration of the competitiveness factors, current and future challenges for the passenger car maintenance companies were worked out. Based on these analyses, future tasks, problem statements and challenges were compiled for passenger car maintenance companies from which other subjects of scientific investigation in area of strategic and economic importance arose.

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Impact of Electric Mobility on the after Sales Service in the Automotive Industry

Cited by 30 publications

References 9 publications

Performance measurement of the after-sales service network: Evidence from the automotive industry

Performance measurement of the after-sales service network: Evidence from the automotive industry

Basic characteristics of competitive relations in the after-sales market of motor vehicles in Serbia

Competitive Position of Dependent Passenger Car Maintenance Companies – Influences, Developments and Challenges in the German Market

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