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Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles

Author

Listed:
  • Asad Ullah

    (School of Management, Wuhan University of Technology, Wuhan 430070, China)

  • Wang Aimin

    (School of Management, Wuhan University of Technology, Wuhan 430070, China)

  • Mansoora Ahmed

    (School of Management, Wuhan University of Technology, Wuhan 430070, China)

Abstract

A major challenge to cleaner and more sustainable transportation is the lack of adoptability of electric vehicles (EVs) by customers. Therefore, most of the vehicles we see on the road use fossil fuel instead of sustainable green energy sources. One way to improve customer acceptance is to market EVs as a socially desirable product, rather than only environmentally friendly. The silver lining to promote is the potential of information and communications technology (ICT) features in EVs, which can lead to a deeper connection between the EVs and their users. These engaging technologies can bring customers closer to the company, resulting in generating big data, which can lead to even deeper insights into customer preferences. Because the technology of vehicle connectivity and automation is just taking off, it is important to understand how these technologies in EVs can enhance customer experiences and result in sustainable customer engagement. Unfortunately, this important research area remains neglected. This research, therefore, is focused on building a conceptual framework for understanding the influence of electric vehicle (EV) automation and connectivity on customer experience, and ultimately, customer engagement.

Suggested Citation

  • Asad Ullah & Wang Aimin & Mansoora Ahmed, 2018. "Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles," Sustainability, MDPI, vol. 10(5), pages 1-11, April.
    • Handle: RePEc:gam:jsusta:v:10:y:2018:i:5:p:1350-:d:143425
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    References listed on IDEAS

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    3. Bireswar Dutta & Hsin-Ginn Hwang, 2021. "Consumers Purchase Intentions of Green Electric Vehicles: The Influence of Consumers Technological and Environmental Considerations," Sustainability, MDPI, vol. 13(21), pages 1-23, October.
    4. Dongwei Yan & Chenke Wang & Tianyi Sun & Decheng Wen, 2024. "The impact of service experience on sustainable customer engagement: The mediation of green perceived value and customer satisfaction," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(3), pages 2175-2194, May.
    5. Yu-Wei Chuang, 2020. "Promoting Consumer Engagement in Online Communities through Virtual Experience and Social Identity," Sustainability, MDPI, vol. 12(3), pages 1-20, January.
    6. Łukasz Sobol & Arkadiusz Dyjakon, 2020. "The Influence of Power Sources for Charging the Batteries of Electric Cars on CO 2 Emissions during Daily Driving: A Case Study from Poland," Energies, MDPI, vol. 13(16), pages 1-19, August.
    7. Shobhana Chandra & Sanjeev Verma, 2023. "Big Data and Sustainable Consumption: A Review and Research Agenda," Vision, , vol. 27(1), pages 11-23, February.
    8. Sergio Pardo-Jaramillo & Andrés Muñoz-Villamizar & Ignacio Osuna & Rolando Roncancio, 2020. "Mapping Research on Customer Centricity and Sustainable Organizations," Sustainability, MDPI, vol. 12(19), pages 1-18, September.

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