Developing Connected Services today and tomorrow

This doctoral dissertation attempts to shed additional light on the consumer experience of the process of accepting and using Connected Services. The scope of analysis ranged from an introduction to Connected Services, to the decision about using the services and then to the actual use of them, and ultimately to the stage of becoming a renewing and loyal customer. Therefore, from both qualitative and quantitative analyses, the primary findings of this research project should be reflected along the generic life cycle of a Connected Services customer, as depicted in Figure 42.