@article{2023:schleef:when_smart,
title = {When Smart Products Become Dumb (Again): Voluntary and Legally Required Service Updates and Their Impact on Consumers’ Purchase Intention},
year = {2023},
note = {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.},
journal = {SMR - Journal of Service Management Research},
pages = {52--65},
author = {Schleef, Melina and Bilstein, Nicola and Schrader, Paul T. and Stummer, Christian},
volume = {7},
number = {1}
}