Page 5 - After Sales Goes Online Example

After Sales Goes Online
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4.4.2 EXPENSES BY CAR STRUCTURE................................................................................................................................ 85
4.4.3 EXPENSES BY CAR SERVICE TYPES........................................................................................................................... 87
5 CAR-RELATED INTERNET BEHAVIOUR..................................................................................... 89
5.1 SUMMARY ............................................................................................................................................... 90
5.2 GENERAL USE OF THE INTERNET TO SEARCH FOR CAR-RELATED INFORMATION ........................................... 95
5.2.1 USING THE INTERNET BY DIFFERENT PRODUCTS / SERVICES....................................................................................... 96
5.2.2 REPAIR CHANNEL PREFERENCE OF ONLINE BUYERS.................................................................................................105
5.3 EXPENSES FOR ONLINE PURCHASES OF CAR-RELATED PRODUCTS AND SERVICES...................................... 107
5.4 EXPERT ADVICE BEFORE PURCHASING VIA THE INTERNET ......................................................................... 115
5.5 AWARENESS OF WEBSITES CONCERNING CARS, PARTS AND CAR SERVICES ............................................... 120
6 ONLINE CAR SERVICE PORTALS..............................................................................................126
6.1 SUMMARY ............................................................................................................................................. 127
6.2 BUSINESS MODELS OF ONLINE CAR SERVICE PORTALS ............................................................................. 130
6.2.1 ONLINE CAR SERVICE PORTALS WITH IMMEDIATE COMPARISON......................................................................131
6.2.2 ONLINE CAR SERVICE PORTALS WITH TIME SHIFTED COMPARISON..................................................................136
6.2.3 PORTALS WITHOUT COMPARISON ...........................................................................................................................143
6.2.4 NO GENERAL CAR SERVICE ONLINE PORTALS ..........................................................................................................146
6.2.5 USA ONLINE CAR S ERVICE PORTALS ....................................................................................................................152
6.2.6 SERVICELISTER (PLATFORM FOR ONLINE MARKETING).............................................................................................155
6.2.7 BENCHMARK ONLINE CAR SERVICE PORTALS ...........................................................................................................156
6.3 CAR SERVICE ONLINE BEHAVIOUR AND ATTITUDES ................................................................................... 157
6.3.1 BOOKING METHODS ..............................................................................................................................................157
6.3.2 DIFFERENCES BETWEEN PURCHASING PRODUCTS AND SERVICES VIA THE INTERNET...................................................158
6.3.3 HOW PEOPLE CAN IMAGINE BOOKING CAR SERVICES ONLINE IF IT WAS AS EASY AS BOOKING FLIGHTS AND DOING HOTEL
RESERVATIONS....................................................................................................................................................................162
6.3.4 CUSTOMER DEMANDS ON ONLINE CAR SERVICE PORTALS .........................................................................................170
7 REFLECTING THE STATUS........................................................................................................172
7.1 REFLECTING THE STATUS OF CAR GARAGES............................................................................................ 174
8 SCENARIOS .................................................................................................................................180
8.1 GENERAL INFLUENCE FACTORS AND THEIR FUTURE CHANCES .................................................................. 180
8.2 GENERAL IMPACT AND CHALLENGES ....................................................................................................... 183
8.3 SPECIFIC IMPACTS AND CHALLENGES...................................................................................................... 184
8.3.1 CAR DRIVERS ......................................................................................................................................................184
8.3.2 GARAGES ............................................................................................................................................................185
8.3.3 PARTS -DISTRIBUTORS AND GARAGE SERVICE CONCEPTS .......................................................................................187
8.3.4 PARTS MANUFACTURERS .....................................................................................................................................188