温暖的关怀重要吗？探讨服务特征对智慧零售商店组织印象的影响

IF 6.7 1区计算机科学 Q1 COMPUTER SCIENCE, ARTIFICIAL INTELLIGENCE

Decision Support Systems Pub Date : 2025-07-03 DOI:10.1016/j.dss.2025.114502

Sheng-Wei Lin , Shin-Yuan Hung , Kai-Teng Cheng

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引用次数: 0

摘要

服务质量是智能零售研究的核心问题，它具有上下文导向。本文通过线索-图像-印象模型来考察智能零售中的服务质量。目的是分析智能零售商店的服务特征对顾客感知服务质量和组织印象的影响。本研究采用混合方法设计和模糊集定性比较分析方法，强调客户导向、SRS员工特征和SRS服务逃逸是驱动服务质量和产生积极组织印象的机制。这些发现对未来的研究具有理论和实践意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Does warm care matter? Exploring the effects of service characteristics on organizational impression in smart retail stores

Given its context orientation, service quality is a core issue in the study of smart retail. This paper examines service quality in smart retail through the lens of the cues–images–impressions model. The objective is to analyze the influence of service characteristics of smart retail stores (SRSs) on customers' perceived service quality and organizational impressions. Using a mixed-methods design and a fuzzy-set qualitative comparative analysis approach, the study highlights customer orientation, SRS employee characteristics, and the SRS servicescape as mechanisms driving service quality and enabling positive organizational impression. The findings have both theoretical and practical implications for future research.

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来源期刊

Decision Support Systems 工程技术-计算机：人工智能

CiteScore

14.70

自引率

6.70%

发文量

119

审稿时长

13 months

期刊介绍： The common thread of articles published in Decision Support Systems is their relevance to theoretical and technical issues in the support of enhanced decision making. The areas addressed may include foundations, functionality, interfaces, implementation, impacts, and evaluation of decision support systems (DSSs).