Click and drive: Consumer attitude to product development: Towards future transformations of the driving experience

Purpose – The purpose of this paper is to supply indications that may be useful in the process of development of new products that fully exploit the value potential of Internet of Things (IoT) technologies in the automotive industry. To this aim, the authors investigate how applications of the IoT to smart vehicles are perceived by consumers and describe different ways to increase their satisfaction. Design/methodology/approach – After a literature review focused on IoT and consumer behaviour in the automotive industry, the authors apply the Kano model to find the drivers for achieving customer satisfaction with new product developments in smartcars. Findings – Automotive companies need to consider what is attractive to drivers and what consumers consider to be “driver-friendly”. Using an empirical analysis, the authors highlight the motivations for developing a smartcar to fits the expectation of Italian drivers. Research limitations/implications – While the global framework given by this paper can be us...

[1]  Andrej Bertoncelj,et al.  Kybernetes The impact of social media to value added in knowledge-based industries , 2015 .

[2]  Robin Williams,et al.  Society on the line , 1999 .

[3]  W. Dutton,et al.  Social interaction and the Internet , 2009 .

[4]  Cristy Ho,et al.  Affective multisensory driver interface design , 2013 .

[6]  Stephen L. Vargo,et al.  On value and value co-creation: A service systems and service logic perspective , 2008 .

[7]  Victoria L. Crittenden,et al.  We're all connected: The power of the social media ecosystem , 2011 .

[8]  Vincenzo Maggioni,et al.  Relazioni sistemiche tra imprenditorialità interna e gemmazione d’impresa: una ricerca empirica sulla natura cognitiva delle nuove imprese , 2011 .

[9]  A. Gawer,et al.  Industry Platforms and Ecosystem Innovation , 2013 .

[10]  Gandolfo Dominici,et al.  Unraveling the Complexity of Tourist Experience with NFC Technology and Mobile Wallets , 2015 .

[11]  Kurt Matzler,et al.  THE KANO MODEL: HOW TO DELIGHT YOUR CUSTOMERS , 1996 .

[12]  Rolf H. Weber,et al.  Internet of Things - New security and privacy challenges , 2010, Comput. Law Secur. Rev..

[13]  W. Dutton.  Society on the line: information politics in the digital age oxford university press , 1999 .

[14]  Kieran Mathieson,et al.  Predicting User Intentions: Comparing the Technology Acceptance Model with the Theory of Planned Behavior , 1991, Inf. Syst. Res..

[15]  Thomas H. Lee,et al.  A New American Tqm: Four Practical Revolutions In Management , 1993 .

[16]  G. Dominici,et al.  How to build an e-learning product: factors for student/customer satisfaction , 2013 .

[17]  Yves Pigneur,et al.  Clarifying Business Models: Origins, Present, and Future of the Concept , 2005, Commun. Assoc. Inf. Syst..

[18]  Per Andersson,et al.  Service innovations enabled by the “internet of things” , 2015 .

[19]  Philip J. Morrow,et al.  Performance evaluation of green data centre management supporting sustainable growth of the internet of things , 2013, Simul. Model. Pract. Theory.

[20]  K. Schwab.  The Fourth Industrial Revolution , 2013 .

[21]  Fred D. Davis,et al.  A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies , 2000, Management Science.

[22]  L. Araujo,et al.  Services, products, and the institutional structure of production , 2006 .

[23]  M. Fuchs,et al.  Destination Benchmarking: An Indicator-System’s Potential for Exploring Guest Satisfaction , 2004 .

[24]  Mario Gerla,et al.  Internet of vehicles: From intelligent grid to autonomous cars and vehicular clouds , 2014, 2014 IEEE World Forum on Internet of Things (WF-IoT).

[25]  G. Dominici,et al.  The drivers of customer satisfaction for academic library services: managerial hints from an empirical study on two Italian university libraries using the Kano model , 2015 .

[26]  Yoon-Min Hwang,et al.  Understanding Internet of Things (IoT) diffusion , 2016 .

[27]  Rodrigo Roman,et al.  On the features and challenges of security and privacy in distributed internet of things , 2013, Comput. Networks.

[28]  Namho Chung,et al.  A unified perspective on the factors influencing usage intention toward mobile financial services , 2012 .

[29]  Daniel Kindström.  Towards a service-based business model – Key aspects for future competitive advantage , 2010 .

[30]  Kurt Matzler,et al.  How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment , 1998 .

[31]  G. Dominici,et al.  The Drivers of Customer Satisfaction in the Hospitality Industry. Applying the Kano Model to Sicilian Hotels , 2013 .

[32]  Georg von Krogh,et al.  How does social software change knowledge management? Toward a strategic research agenda , 2012, J. Strateg. Inf. Syst..

[33]  S. Henneberg,et al.  Services networks: concept and research agenda , 2013 .

[34]  Pranee Liamputtong,et al.  Performing Qualitative Cross-Cultural Research , 2010 .

[35]  F. Wynstra,et al.  Service triads: A research agenda for buyer–supplier–customer triads in business services , 2015 .

[36]  Tim Berners-Lee,et al.  The read–write Linked Data Web , 2013, Philosophical Transactions of the Royal Society A: Mathematical, Physical and Engineering Sciences.

[37]  N. Kano,et al.  Attractive Quality and Must-Be Quality , 1984 .

[38]  Bernd W. Wirtz,et al.  Understanding consumer acceptance of mobile payment services: An empirical analysis , 2010, Electron. Commer. Res. Appl..

[39]  Firdous Kausar,et al.  Intelligent Home Monitoring Using RSSI in Wireless Sensor Networks , 2012 .

[40]  M. Giudice,et al.  Collective Knowledge and Organizational Routines within Academic Communities of Practice: an Empirical Research on Science–Entrepreneurs , 2013 .

[41]  E. Mao,et al.  UNDERSTANDING THE ACCEPTANCE OF MOBILE SMS ADVERTISING AMONG YOUNG CHINESE CONSUMERS , 2008 .

[42]  Paul Brody,et al.  The next digital gold rush: how the internet of things will create liquid, transparent markets , 2015 .

[43]  Hakima Chaouchi,et al.  The Internet of things : connecting objects to the web , 2013 .

[44]  In Lee,et al.  The Internet of Things (IoT): Applications, investments, and challenges for enterprises , 2015 .

[45]  Carlo Maria Medaglia,et al.  An Overview of Privacy and Security Issues in the Internet of Things , 2010 .

[46]  D. Martin.  McLuhan’s nightmare , 2014 .

[47]  Viswanath Venkatesh,et al.  Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology , 2012, MIS Q..

[48]  Stefanos Mouzas,et al.  Service and value in the interactive business landscape , 2013 .

[49]  Yorick Wilks,et al.  Is There Progress on Talking Sensibly to Machines? , 2007, Science.

[50]  H. Chesbrough,et al.  The Role of the Business Model in Capturing Value from Innovation: Evidence from Xerox Corporation's Technology Spin-Off Companies , 2002 .

[51]  Lida Xu,et al.  Compressed Sensing Signal and Data Acquisition in Wireless Sensor Networks and Internet of Things , 2013, IEEE Transactions on Industrial Informatics.

[52]  France Bélanger,et al.  The utilization of e‐government services: citizen trust, innovation and acceptance factors * , 2005, Inf. Syst. J..

[53]  William H. Dutton,et al.  Putting things to work: social and policy challenges for the Internet of things , 2014 .

[54]  Rajeev Jain,et al.  Integration of Kano’s Model into quality function deployment (QFD) , 2011 .

[55]  Chang Liu,et al.  Technology acceptance model for wireless Internet , 2003, Internet Res..