Impact assessment of digital transformation: a multi-company case in the automotive industry

• Autor(a) principal: Nunes, Marta Pereira Sousa
• Data de Publicação: 2022
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10773/37866
• topic: Business models innovation; Digital transformation; Electric vehicles; Automotive industry; Aftermarket

The automotive industry is going through a phase of tremendous innovation and companies in the sector have consequently experienced several changes due to continuous technological advances, with new solutions such as electric cars and connected cars that support the emergence of new mobility concepts. The introduction of new technologies promotes the digitalization of processes and contributes, through a faster access to information, to a larger response capacity of companies, in particular in the case of repair shops, anticipating customer needs and communicating with more assertiveness. This work results from research on the topic of Digital Transformation and how this shift impacts business models. The digital transformation of business requires a restructuring of business models and a rethinking of value propositions in order to maintain competitive advantage and promote the development of the company and customer satisfaction. This dissertation provides an analysis and discussion of new technologies and value propositions of service providers in the automotive industry. The research is based on a literature review of technological advances, and how digitalization enables service providers to improve their after-sales strategies. Research questions are formulated and answered by conducting interviews with repair shop managers in order to find patterns and answers to the research objective. With the conclusion of this paper, it is seen that introducing technological innovations in business models is vital in today's competitive market. Furthermore, this research provides a new perspective on the strategies that repair shops use to improve service quality and customer satisfaction.