Exploring Dimensions and Indicators Influencing Sustainable Innovation Development in the Automotive After-Sales Service Industry: An Innovation Ecosystem Approach

Document Type : Original Article

Authors

1 دانشجوی دکتری، گروه مدیریت تکنولوژی، دانشکده مدیریت و اقتصاد، واحد علوم و تحقیقات، دانشگاه آزاد اسلامی، تهران، ایران

2 Associate Professor, Department of Economics, Science and Research Branch, Islamic Azad University, Tehran, Iran

3 Department of Industrial Management, Karaj Branch, Islamic Azad University, Karaj, Iran

Abstract

Introduction
The world is undergoing rapid transformation, and innovation has emerged as a cornerstone of industrial development and competitiveness. Nowhere is this more evident than in the automotive sector, where innovation serves as both a catalyst for systemic change and a strategic lever for advancing sustainability. Sustainable innovation—integrating environmental stewardship, social responsibility, and economic viability—has become indispensable to the evolution of modern industries. In the automotive context, this encompasses breakthroughs in electric and autonomous vehicles, sustainable manufacturing processes, and customer-centric service models. Amid growing global demand for environmentally responsible products, automotive firms face mounting pressure to adopt greener practices. Within this landscape, after-sales services play a pivotal role by enhancing product longevity, reliability, and user satisfaction—thereby reinforcing customer loyalty and brand trust. This study investigates the key factors and indicators that drive sustainable innovation in the automotive after-sales service sector, with the aim of improving industry performance and fostering a resilient, adaptive, and sustainable ecosystem. The findings offer actionable insights for automakers, service providers, policymakers, and consumers, supporting the formulation of targeted strategies and evidence-based policies to accelerate sustainable innovation.
 
Methodology
This study adopts an applied research design and employs meta-synthesis as its primary methodological approach, following the seven-phase framework proposed by Sandelowski and Barroso (2007). A systematic search was conducted across leading academic databases, and stringent inclusion criteria were applied to ensure relevance and rigor. From an initial pool of 412 articles, 41 were selected for in-depth analysis. Article selection was guided by methodological quality, thematic relevance, and the validity of reported findings. This rigorous screening process enhanced both descriptive and interpretive validity, while iterative peer review and critical appraisal further safeguarded the overall quality and trustworthiness of the synthesis.
 
Findings
To address the research question, a thematic analysis was conducted using initial codes derived from the literature on sustainable innovation in automotive after-sales services. These codes were systematically grouped into conceptual categories through axial coding, ultimately yielding five overarching dimensions that collectively frame sustainable innovation in this domain. First, Environmental Impact Assessment includes strategies such as reducing carbon emissions, minimizing waste through recycling, improving energy efficiency, utilizing sustainable materials and resources, implementing emission reduction protocols, conserving water, preventing pollution, preserving biodiversity, and complying with environmental certifications and regulatory standards. Second, Integration of Social Responsibility emphasizes ethical labor practices, diversity and inclusion, community engagement, respect for human rights, social impact assessments, corporate social responsibility (CSR) initiatives, stakeholder empowerment, and institutional transparency and accountability. Third, Economic Evaluation encompasses cost-effectiveness analysis, revenue generation strategies, resource optimization, risk management, market competitiveness, long-term profitability, economic impact assessment, and scalability for sustained growth. Fourth, Stakeholder Engagement involves mechanisms for gathering customer feedback, collaborating with suppliers, empowering employees, engaging with government and regulatory bodies, participating in industry associations, fostering scientific and research partnerships, conducting community outreach, partnering with nonprofit organizations, and integrating customer preferences into service design and delivery. Finally, Innovation Ecosystem Alignment promotes interdisciplinary collaboration, establishes knowledge exchange platforms, enables technology transfer, secures financing and investment support, ensures legal and regulatory coherence, strengthens industry–academia partnerships, and encourages international cooperation—all of which are essential for systemic and scalable sustainable innovation.
 
Discussion and Conclusion
This study identifies and articulates 41 key indicators of sustainable innovation within the automotive after-sales service sector, organized into five core dimensions: Environmental Impact Assessment, Social Responsibility Integration, Economic Evaluation, Stakeholder Engagement, and Innovation Ecosystem Alignment. The environmental dimension reflects the sector’s commitment to mitigating ecological harm through measures such as carbon footprint reduction, responsible waste management, energy conservation, and the adoption of renewable resources. These practices not only lessen environmental degradation but also demonstrate corporate accountability in the face of climate imperatives. The social responsibility dimension underscores the industry’s role in fostering ethical workplaces, inclusive cultures, and meaningful community ties, thereby generating positive societal impact and building long-term stakeholder trust. Economically, the focus on cost efficiency, risk mitigation, and profitability ensures that sustainability initiatives remain financially viable and strategically aligned with business objectives. Effective stakeholder engagement—spanning customers, employees, suppliers, regulators, and civil society—enables co-creation of value and ensures that innovation responds to real-world needs and expectations. Lastly, alignment with broader innovation ecosystems facilitates knowledge diffusion, collaborative problem-solving, and access to enabling infrastructure, thereby enhancing the sector’s adaptive capacity and global competitiveness. Based on these findings, we recommend that automotive after-sales service providers prioritize the implementation of environmental management systems (EMS), advance circular economy practices in waste and energy use, and cultivate an organizational culture that embeds sustainability across all operational levels. These actions align with systemic innovation principles and support holistic performance improvement. This study is not without limitations. Its reliance on a qualitative literature synthesis and temporal constraints may affect generalizability. Future research should complement these insights with quantitative validation, in-depth case studies, and explorations of emerging technologies—such as AI, IoT, and digital twins—in driving next-generation sustainable innovation in automotive after-sales services.

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