The automotive service industry occupies a significant place in the modern economy, ensuring the mobility of the population and the operation of commercial transport. Despite this, the sector often faces the problem of a lack of trust from consumers. The reasons are diverse and include informational asymmetry between the client and the service provider, concerns about unjustified overpricing, and insufficient transparency in diagnostic and repair processes. The relevance of researching the ethical and professional foundations of building trust in this sector is driven by growing consumer demands for quality and openness of service, as well as the increasing complexity of modern vehicle technologies, which require service centers to maintain a high level of competence and responsibility. The aim of this article is to analyze the relationship between ethical behavior and professionalism with the formation of trust-based relationships in automotive services, as well as to consider innovative approaches that facilitate this process.
Theoretical Foundations of Trust, Ethics, and Professionalism in the Service Sector
Trust in the context of services can be defined as the client’s confidence in the competence, integrity, and reliability of the service provider [4]. It is formed based on the client’s perception of several components: technical competence, i.e., the ability to perform the work with quality; honesty, implying truthfulness in communication and pricing; and orientation toward the client’s interests. Ethical principles such as honesty, transparency, fairness, accountability, and competence serve as the foundation for building trust [2].
One of the systemic problems in the automotive service industry is informational asymmetry: the consumer generally possesses significantly less knowledge about the vehicle’s structure and required repairs than the service specialist. This asymmetry can create grounds for unethical behavior, such as imposing unnecessary services or inflating prices. Professionalism of automotive service employees is demonstrated not only by their technical knowledge and skills but also by their ability to communicate effectively, adhere to business ethics, show responsibility, and maintain a high standard of service [1]. Developing the professional qualities of staff and implementing codes of ethics are necessary conditions to overcome the barrier of distrust.
Fig. 1. The Interconnection of Ethics, Professionalism, and Customer Trust
Practical Mechanisms for Building Trust in Automotive Services
Creating trust-based relationships requires a systematic approach that includes a range of practical measures. One key direction is ensuring maximum transparency throughout all processes. This involves thoroughly explaining to the client the nature of the malfunction, the proposed methods for its resolution, and providing a detailed cost estimate before the work begins. Any additional work must be agreed upon with the client in advance.
Effective communication is also of great importance. Service specialists must be able to present complex technical information in language accessible to the client, actively listen and respond to questions, and adequately manage the client’s expectations regarding repair timelines and costs. Investments in staff training, qualification confirmation through certification systems, and regular skill upgrades in line with technological advances in automobiles demonstrate commitment to high standards and contribute to building trust. Another critical element is the presence of clear warranty obligations on performed work and used parts, as well as a well-organized system for handling claims and resolving conflicts.
Innovative Approach to Building Trust: The AutoRenew Project Model
Modern technologies open new opportunities to enhance transparency and efficiency in automotive service operations, directly influencing customer trust levels. The AutoRenew project, led by Viktor Avakov, is an initiative aimed at modernizing and decentralizing vehicle service infrastructure in mid-sized American cities by deploying automotive service hubs with advanced artificial intelligence (AI) capabilities focused on diagnostic efficiency and emissions control. A key component of AutoRenew is the use of AI-based diagnostic systems compatible with OBD-II and CAN-bus protocols, reducing average diagnostic time from approximately 90 minutes to less than 20 minutes. This speed and accuracy, enabled by objective AI data and its predictive analytics based on cloud data, minimize error probability, increase transparency for clients, and demonstrate a commitment to long-term operational vehicle reliability.
Additionally, the modular structure of AutoRenew service hubs, using quickly deployable units equipped with robotic tools and automated storage systems, ensures rapid scalability, reduces overhead costs, and standardizes service quality through compact teams. The project also includes upgrading emission control and vehicle safety systems in line with government incentive programs, reflecting the company’s ethical commitment to reducing CO₂ and NOₓ levels by 12% in pilot zones. Partnerships with fleet operators and integration of telematics data enable AutoRenew hubs to offer predictive maintenance planning, minimizing unnecessary servicing and reducing operating costs for fleet managers by up to 15%, thereby strengthening trust among commercial clients through a proactive and economically justified approach.
Fig. 2. Efficiency of AI Diagnostics and Telematics in AutoRenew
Synergy of Ethics, Professionalism, and Technology
The AutoRenew project illustrates how technological innovations can act as a catalyst for implementing ethical practices and raising professionalism in the automotive service industry. The use of AI in diagnostics directly addresses the problem of information asymmetry by providing the client with objective and rapidly obtained data about the condition of their vehicle [5]. This reduces the likelihood of unjustified recommendations and fosters the development of honest relationships. Predictive maintenance based on telematics not only enhances convenience for the client and saves their money but also demonstrates proactive care from the service center, which is an expression of customer orientation.
The economic benefits forecasted by the project — such as the creation of more than 120 direct jobs by the fourth year, a 30-35% reduction in fleet downtime equivalent to savings of $3,500–5,000 per vehicle annually, and expected tax revenues exceeding $1.2 million per year — indicate that ethically oriented and technologically advanced business models can be both socially responsible and economically sustainable. Viktor Avakov’s experience implementing diagnostic automation and managing operational processes at the MB-Class Auto Tech Center in Moscow lends further credibility to the feasibility of the AutoRenew concept. The combination of technical competence, transparent processes, and an ethical attitude toward clients and the environment creates a strong foundation for long-term trust and loyalty [3].
Building trust in the automotive service sector is a multifaceted task requiring a comprehensive approach that combines strict adherence to ethical standards, a high level of employee professionalism, and the use of modern technological solutions. The analysis of theoretical foundations and practical mechanisms has shown that transparency, honesty, competence, and customer orientation are essential conditions for earning consumer trust.
The AutoRenew project example demonstrates the significant potential of integrating advanced technologies such as artificial intelligence and telematics to improve diagnostic objectivity, service efficiency, and consequently, trust strengthening. The proposed model of service hubs, focused on predictive maintenance and environmental responsibility, meets the modern demands of consumers and society.
Automotive service enterprises are recommended to invest in personnel training and development, implement transparent pricing and client communication systems, and adopt technological innovations aimed at improving the quality and objectivity of service operations. Implementing these approaches will not only increase customer satisfaction and loyalty but also enhance the reputation of the automotive service industry as a whole, ensuring its sustainable long-term development. The principles embedded in the examined models are applicable across various contexts and scales of automotive service organizations.