Reducing the Expectation-Performance Gap in EV Fast Charging by Managing Service Performance

Title data

Halbrügge, Stephanie ; Wederhake, Lars ; Wolf, Linda:
Reducing the Expectation-Performance Gap in EV Fast Charging by Managing Service Performance.
In: Nóvoa, Henriqueta ; Drăgoicea, Monica ; Kühl, Niklas (ed.): Exploring Service Science : IESS 2020. - Cham : Springer , 2020 . - pp. 47-61 . - (Lecture Notes in Business Information Processing ; 377 )
ISBN 978-3-030-38724-2
DOI: https://doi.org/10.1007/978-3-030-38724-2_4

Project information

Abstract in another language

Electric mobility is considered pivotal to decarbonising transport.The operation of fast charging services has become a mobility business model.Its value proposition rests on the promise that fast chargers re-empower driversto fulfil their mobility needs within acceptable servicing times. This is in particularimportant when levels for tolerance are low like on long-distance journeys.That value proposition might set inflated customer expectations. Due toeconomic considerations and operational restrictions, charging park operatorsmight not live up to these expectations. This leads to an expectationperformancegap, which has received little scientific attention, to date. Thispaper presents an information system (IS) design, which aims at reducing thatgap by managing performance. Our findings indicate significant benefits by theIS and highlights further opportunities for the IS discipline. Also, this articleinvites researchers from service science to discover opportunities for betterexpectation management and further reduction of the identified gap.