Next Level Service Performance - Intelligent Order Assistants in Automotive After Market

  • Joachim ReiterEmail author
  • Andrea Mueller
  • Uwe Hartmann
  • Michael Daniel Schatz
  • Larissa Greschuchna
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 11589)


A car is only useful, when it runs properly – but keeping a car it running is getting more and more complex. Car service providers need a deep knowledge about technical details of the different car models. On the other hand car producers try to keep this information in their ownership. Digital data collection takes place every second on the car’s product life cycle and is stored on the car producers’ servers. The contribution of this paper is three-fold: we will provide an overview of the current concepts of intelligent order assistant technologies (I). This corpus is used to come to a more precise description of the specific service performance aspects (II). Finally, a representative empirical study with German motor mechanics will help to evaluate the wishes and needs regarding an intelligent order assistant in the garage (III).


Automotive after market Intelligent agents User acceptance Car repair service performance SERVQUAL 


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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Joachim Reiter
    • 1
    Email author
  • Andrea Mueller
    • 1
  • Uwe Hartmann
    • 2
  • Michael Daniel Schatz
    • 2
  • Larissa Greschuchna
    • 1
  1. 1.Hochschule Offenburg – University of Applied SciencesOffenburgGermany
  2. 2.Mann+Hummel GmbHLudwigsburgGermany

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