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A Conceptual Framework for Remote Vehicle Diagnostics Services – Customer Experienced Needs as Core Business

Conference paper
Authors Jonas Kuschel
Published in Proceedings of the 5th International Conference on Mobile Business
Publication year 2006
Published at Department of Applied Information Technology (GU)
Language en
Subject categories Information technology


Technical advances, in vehicle electronics and wireless technology, opens up for accessing vehicle operational data remotely, a concept denoted as Remote Vehicle Diagnostics (RVD). Even though the vehicle industry indicates great interest in the commercial possibilities of RVD, it is struggling with identifying suitable services. Based on previous empirical fieldwork, our research focuses on establishing a theoretical framework to better understand the concept of RVD services. The framework distinguishes between value adding services, transparent services, and service offers. Each of these categories requires different business and technology concepts. We contribute by presenting implications for design that, first, point to the need of a spectrum of ubiquitous and mobile technologies to, primarily, elicit customer needs and, second, the need for a multi-faceted actor perspective including customers, manufacturers and third parties, whereas the latter two as both providers and consumers of services. Finally, our findings challenge the current technocratic definition of RVD by arguing customer experienced needs, as opposed to technical optimization, to be the core business of RVD services.

Page Manager: Webmaster|Last update: 9/11/2012

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