Reducing the Expectation-Performance Gap in EV Fast Charging by Managing Service Performance
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 drivers to fulfil their mobility needs within acceptable servicing times. This is in particular important when levels for tolerance are low like on long-distance journeys. That value proposition might set inflated customer expectations. Due to economic considerations and operational restrictions, charging park operators might not live up to these expectations. This leads to an expectation-performance gap, which has received little scientific attention, to date. This paper presents an information system (IS) design, which aims at reducing that gap by managing performance. Our findings indicate significant benefits by the IS and highlights further opportunities for the IS discipline. Also, this article invites researchers from service science to discover opportunities for better expectation management and further reduction of the identified gap.