Title: Data as a potential path for the automotive aftersales business to remain active through and after the decarbonisation

Authors: Jorge Eslava-Bautista; Mark Beecroft

Addresses: Transport Research Institute, School of Computing Engineering and the Built Environment, Edinburgh Napier University, UK ' Centre for Transport Research, School of Engineering, University of Aberdeen, UK

Abstract: This study aims to identify and understand the perspectives of automotive aftersales stakeholders regarding current challenges posed by decarbonisation strategies. It examines potential responses that the automotive aftersales business could undertake to address these challenges. Semi-structured interviews were undertaken with automotive industry experts from Europe and Latin America. This paper focuses primarily on impacts of decarbonisation upon automotive aftersales and the potential role of data in that business. Results show that investment in technology will be a condition for businesses that want to remain active in the industry. Furthermore, experts agree that incumbent manufacturers are not filling the technology gap that the energy transition is creating in the automotive sector, a consequence of which will be the entrance of new players from other sectors. The current aftersales businesses will potentially lose bargaining control. Moreover, policy makers are seen as unreliable leaders of the transition agenda.

Keywords: aftersales; automotive sector; decarbonisation; customer service; electrification of vehicles; data; remote diagnosis; new business models.

DOI: 10.1504/IJSTM.2024.138262

International Journal of Services Technology and Management, 2024 Vol.29 No.1, pp.39 - 58

Received: 21 Jun 2023
Accepted: 31 Jan 2024
Published online: 30 Apr 2024 *

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