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What is Adel. Smart-Services-Quality-Scale about?

This study addresses the limited research on smart services quality, emphasizing the importance of customer co-creation in defining service quality from a customer perspective. It introduces the SMART-QUAL measurement scale, consisting of 13 items across three dimensions: functional value, smartness level, and privacy control. The paper aims to enhance the understanding of smart service quality in the context of Industry 4.0 and the Internet of Things.

Author

Thang LeNgoc

Language

EN