A service failure assessment model for smart product consumption experience based on customer perception

Abstract Customer perception is an important consideration factor in evaluating the quality of human-computer interaction services. Sustainable user experiences and marketing strategies can be created by analyzing customer perception. By understanding consumer satisfaction with product services in the customer perception area, appropriate product service failure prevention strategies can be formulated. A service failure evaluation model is proposed in this study, which considers the customer tolerance area to accurately evaluate consumers’ behavioral experiences from purchasing to using products. The concept of tolerance area is introduced, and a combination of the fuzzy Failure Mode and Effect Analysis (FMEA) method and the Technique for Order Preference by Similarity to an Ideal Solution (TOPSIS) method is used to construct a human-computer interaction service failure evaluation model. Potential service failure factors of smart speakers are accurately evaluated by this model, and these service failure factors are ranked within the tolerance area. The research identifies voice misinterpretation and signal connectivity issues as the primary risk factors impacting the quality of human-computer interaction for smart speakers. The application of this method not only enhances the evaluation of smart speaker human-computer interaction services quality but also aids in the precise identification and prioritization of critical failure modes. The proposed service failure prevention strategies can reduce consumer dissatisfaction and provide innovative references for smart product design and marketing. The findings bolster empirical evidence for service failure prevention strategies in smart products and pave the way for novel perspectives on enhancing the quality of human-computer interaction services.