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Click and drive: consumer attitude to product development. Towards future transformations of the driving experience
Business Process Management Journal (2016)
  • Gandolfo Dominici, University of Palermo
  • Vasja Roblek
  • Tindara Abbate, University of Messina
  • Mario Tani, University of Federico II of Naples

This study aims to supply indications that may be useful in the process of development of new products that fully exploit the value potential of Internet of Things (IoT) technologies in the automotive industry. To this aim, we investigate how applications of the IoT to smart vehicles are perceived by consumers and we describe different ways to increase their satisfaction


After a literature review focused on IoT and consumer behaviour in the automotive industry, we apply the Kano model to find the drivers for achieving customer satisfaction with new product developments in smartcars


Automotive companies need to consider what is attractive to drivers and what consumers consider to be “driver-friendly”. Using an empirical analysis, we highlight the motivations for developing a smartcar to fits the expectation of Italian drivers.

Research limitations/implications

While the global framework given by this article can be useful in all contexts, the empirical part is based on the Italian consumer. Further research may extend the application of the model to other countries to improve the generalizability of the results.

Practical implications

This study supplies an analysis of qualitative data that may prove useful to researchers and managers in planning their strategic and operative activities with the aim of improving the development of IoT-related products in the automotive industry.


This paper fulfils the need for an original research framework that sheds light on relevant insights and gives useful hints on the development of IoT technologies in the automotive sector.
  • Internet of things,
  • Automobile industry,
  • Customer satisfaction,
  • Kano model,
  • Italy
Publication Date
Spring March 4, 2016
Citation Information
Gandolfo Dominici , Vasja Roblek , Tindara Abbate , Mario Tani , (2016) "Click and drive: consumer attitude to product development. Towards future transformations of the driving experience", Business Process Management Journal, Vol. 22 Iss: 2, pp. -