Open Access Article

Title: Smart services' quality scale

Authors: Riham Adel

Addresses: College of Management and Technology, Arab Academy for Science, Technology and Maritime Transport, Miami Campus, P.O. Box 1029, Alexandria, Egypt

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.

DOI: 10.1504/IJPQM.2022.122758

International Journal of Productivity and Quality Management, 2022 Vol.35 No.4, pp.429 - 446

Received: 28 Nov 2020
Accepted: 27 Mar 2021

Published online: 10 May 2022 *