Abstract：Based on the new perspective of the customer journey, this study developed and validated an intelligent customer service quality measurement scale employing grounded theory, exploratory and confirmatory factor analysis. The study shows that the intelligent customer service quality measurement scale consists of three stages (pre-service, during-service, post-service), nine dimensions and thirty-nine items. Specifically, the pre-service stage contains one dimension of service subject select ability, the during-service stage contains five dimensions of reliability, humanization, information quality, efficiency, and memorability, and the post-service stage contains three dimensions of convertibility, continuous improvement, and non-disruption, and the scale exhibits good reliability and validity. The intelligent customer service quality positively affects the willingness to continue to use, with the greatest impact in the during-service stage, the second highest in the post-service stage, and the least impact in the pre-service stage.
刘汝萍，徐晨，吕明珠. 基于顾客旅程视角的智能客服服务质量测量及其效应研究[J]. 管理学报, 2024, 21(11): 1660-.
LIU Ruping，XU Chen，LYU Mingzhu. Research on the Service Quality Measurement and Its Effect of Intelligent Customer Service from the Perspective of the Customer Journey. Chinese Journal of Management, 2024, 21(11): 1660-.
