Smooth Operations in an Automated Future: Illuminating Perceived Control in Highly Automated Services
(A2024-119501)

AUTHORS

Jannes Marquardt, Katholische Universität Eichstätt-Ingolstadt; Jens Hogreve , Katholische Universität Eichstätt-Ingolstadt

ABSTRACT

This research examines the perception of control in automated services, emphasizing its antecedents and maintenance amidst increased automation. It highlights that automated mobility services, like Urban Air Mobility, often correlate with reduced perceived control, leading to negative service evaluations. The study investigates how automation affects informational, decisional, and predictive control. Findings reveal that while automation enhances decisional control, it diminishes predictive control, with informational control remaining constant. These control dimensions significantly shape perceived control and service evaluation. The results underscore the importance of enhancing customer understanding of automated systems to improve perceived control and positively impact service evaluations. This understanding is crucial for the successful adoption and customer-centric design of automated services, ensuring their broader acceptance and integration into daily life.