When Smart Products Become Dumb (Again): Voluntary and Legally Required Service Updates and Their Impact on Consumers’ Purchase Intention

Melina Schleef; Nicola Bilstein; Paul T. Schrader; Christian Stummer

doi:10.5771/2511-8676-2023-1-52

Contents
- Chapter Expand | CollapseAuthorsPage
- 1–1 Titelei/Inhaltsverzeichnis 1–1
- 2–6 Editorial – Special Issue: Managing Smart Services and Smart Service Systems Nicola Bilstein, Christian Stummer Nicola Bilstein, Christian Stummer 2–6
- 7–22 Making emergent technologies more tangible - Effects of presentation form on user perceptions in the context of automated mobility Frederica Janotta Frederica Janotta 7–22
- 23–38 I’ll have what Alexa’s having… but only if that’s what I’m looking for! – The impact of personalization on recommendation capabilities of smart voice-interaction technology in voice commerce Olena Yefimenko, Jonas Foehr, Claas Christian Germelmann Olena Yefimenko, Jonas Foehr, Claas Christian Germelmann 23–38
- 39–51 Analysing the Introduction of Data-Driven Service Innovation Processes: Stages of Implementation, Success Factors, and Prerequisites Berndt Jesenko, Stefan Thalmann Berndt Jesenko, Stefan Thalmann 39–51
- 52–65 When Smart Products Become Dumb (Again): Voluntary and Legally Required Service Updates and Their Impact on Consumers’ Purchase Intention Melina Schleef, Nicola Bilstein, Paul T. Schrader, Christian Stummer Melina Schleef, Nicola Bilstein, Paul T. Schrader, Christian Stummer 52–65
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SMR - Journal of Service Management Research , page 52 - 65

When Smart Products Become Dumb (Again): Voluntary and Legally Required Service Updates and Their Impact on Consumers’ Purchase Intention

Autoren

Melina Schleef Nicola Bilstein Paul T. Schrader Christian Stummer

DOI
- doi.org/10.5771/2511-8676-2023-1-52
- ISSN: 2511-8676
- ISSN online: 2942-3392
Abstract

Ultimately, it is the software that makes and keeps products smart. Accordingly, the peculiarities of the provision of service updates (i.e., regular software updates allowing all functions of a smart product to work properly) can affect consumers’ purchase intention. In our research, we investigate the following: (1) whether the seller’s commitment to delivering service updates for a certain time affects consumers’ purchase intention, (2) whether it makes a difference if the provision of service updates is mandatory (i.e., legally required) or voluntary, and (3) whether it could be an advisable strategy to complement a mandatory provision by incorporating a voluntary extension. To gain such insights, we conducted two experimental studies in the context of a durable consumer product (i.e., a smart dog collar) in Germany. Our results can be valuable for managers who are responsible for the market introduction of smart offerings.
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