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Leveraging Technology to Enhance the Webrooming Experience in the Automotive Service Sector
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Author(s): Sahil Kohli (Chandigarh University, India), Anil Kalotra (Chandigarh University, India)and Rishi Prakash Shukla (Jaipuria Institute of Management, India)
Copyright: 2025
Pages: 20
Source title:
Transforming the Service Sector With New Technology
Source Author(s)/Editor(s): Varinder Singh Rana (City University, Ajman, UAE), Gaurav Bathla (CT University, India), Ashish Raina (CT University, India)and Divoy Chhabra (CT University, India)
DOI: 10.4018/979-8-3693-7447-4.ch004
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Abstract
Exploring how Technology might help in the Webrooming Scenario in the Automotive Service Industry, this Chapter is organized. In analysing the subject of the book chapter, the authors focus on such aspects as the evolution of the industry, the use of Webrooming in the purchasing process. It also deliberation on different technologies including Artificial Intelligence, Blockchain, Virtual and Augmented Reality, and Internet of Thing that may help to enhance trust, transparency and engagement while using Webrooming System. As the chapter demonstrated, the actual application of the Conceptual Framework of Webrooming supported by advanced technologies among key automotive brands is shown through their cases. To those automotive service providers who want to use information technology in webrooming, the authors give guidelines and suggestions. Past work and approaches are also discussed, followed by discussion of the ethical issues and the directions for future research work so that reader is well-aware with the prospects and limitations in this growing domain of study.
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