Smart services' quality scale

Riham Adel

International Journal of Productivity and Quality Management, 2022, vol. 35, issue 4, 429-446

Abstract: Despite the increasing interest on smart industries, research on smart services quality remains limited and focusing only on technological and engineering characteristics. Until now, little is known about customer expectations of superior smart services performance, which makes the identification of smart services quality from the customers' perception an important research topic that is not yet considered in the literature. Therefore, this study aims to conceptualise smart service quality with a particular emphasis on the active role of customers' co-creation in smart services. The paper updates the service quality literature by validating SMART-QUAL measurement scale suggested to be used within the smart context. The new developed measurement scale is composed of 13 items consisting of three dimensions namely: functional value, smartness level, and privacy control.

Keywords: innovation; internet of things; IoT; service-dominant logic; SDL; co-creation; quality; smart services; SMART-QUAL. (search for similar items in EconPapers)
Date: 2022
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