Utilizing the Delphi Method to Identify Effective Dimensions and Indicators for Innovation Development in the Automotive After-Sales Service Industry within an Innovation Ecosystem Approach

Document Type : Research Paper

Authors

1 Department of Economics and Research branch , Islamic Azad University , Tehran . Iran

2 Department of Economic,, Science and Research branch, Islamic Azad University , Tehran, Iran

3 Assistant professor Islamic Azad University, Karaj Branch, Management and Accounting Faculty, Department of Industrial Management. Karaj,Iran

10.22034/jtd.2025.2013238.1897
Abstract
Abstract
To enhance innovation in the automotive after-sales service sector, this research applies the innovation ecosystem approach to identify and examine factors influencing innovation dynamics. Specifically, the study concentrates on Iran's automotive industry, emphasizing the pivotal role played by after-sales services in elevating competitiveness and bolstering customer satisfaction. Conducting an extensive literature review and employing the Delphi method, the research identifies 64 key indicators distributed across five dimensions: infrastructure, capital, knowledge, culture, and actor interaction. Eminent experts, including CEOs and industry leaders, actively engage in a Delphi-based survey to assess the significance of these indicators. The results reveal a consensus among experts, underscoring the substantial impact of these indicators on fostering innovation within the after-sales service sector. This research offers invaluable insights for industry captains, policymakers, and scholars. Organizations can strategically harness these insights to bolster their innovation capabilities, enhance service quality, and ultimately elevate customer satisfaction levels. Importantly, this study highlights the potential for the widespread application of these insights beyond the boundaries of Iran, underscoring the global relevance of innovation ecosystems in shaping the future trajectory of after-sales services in the automotive industry.

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Subjects

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  • Receive Date 17 October 2023
  • Revise Date 10 February 2024
  • Accept Date 11 February 2025