Factors affecting qualified communication through intelligent interfaces

Abstract

A theoretical approach, describing the factors which may affect the service quality related to communication through intelligent interfaces. Considers service quality in general and points out quality factors and requirements in relation to the information search process with respect to the formulation of information need. Quality is judged by the user according to the agreement between his or her expectations and experience in the actual search situation, but influenced by: interactive service quality, physical quality, institutional quality and factors related to cognitive authority and technical user‐friendliness.

Citation

Hyldegaard, J. (1993), "Factors affecting qualified communication through intelligent interfaces", New Library World, Vol. 94 No. 2. https://doi.org/10.1108/EUM0000000002438