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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Article
Empirical Validation of Key-Factors of Connected Remote Services
Author(s)
Adam-Alexander Manowicz
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DOI:10.17265/2328-2185/2018.03.002
Affiliation(s)
University of Latvia, Riga, Latvia
ABSTRACT
Based on an exploration of key-factors
of connected remote services (CRS) by means of a qualitative study among German
automotive customers, this study operationalizes the phenomenon. The definition
of CRS as service innovation captures the special particularity of
connectedness as attribute, providing simultaneous connectivity of customers to
a service object (e.g. car), and a service provider (e.g. dealer and car
manufacturer). The measurement model is conceptualized as a second-order
formative construct defining the five key-factors: convenience, connectedness,
comfort, safety, and reliability as first-order reflective constructs as
identified in the prior qualitative study. The scale validation was undertaken
at the first- and second-order levels. The result confirms the five distinct
first-order measurement models. At the second-order level, a multiple
indicators and multiple causes (MIMIC) model was employed to assess the
validity of the formative measurement model. The operationalization confirms
the distinctness of the five CRS key-factors. Further, the results suggest that
four of five key-factors significantly contribute to the overarching construct
of connected remote services, with safety and connectedness being the most
important contributors and comfort to be shown as not significant. The
confirmed concept of CRS will provide future research with a basis to explore
different impacts of CRS use, e.g. in the context of technology acceptance and
intentional customer behavior.
KEYWORDS
automotive after-sales, connected remote services, formative measurement, MIMIC model, means-end chain analysis
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