Subjective evaluation of spoken dialogue systems using SERVQUAL method

8th International Conference on Spoken Language Processing, ICSLP 2004

Volumn , Issue , 2004, Pages 2273-2276

  Hartikainen, Mikko ^a   Salonen, Esa Pekka ^a   Turunen, Markku ^a  

^a TAMPERE UNIVERSITY OF TECHNOLOGY   (Finland)

Author keywords

[No Author keywords available]

Indexed keywords

QUALITY OF SERVICE; SPEECH PROCESSING; SURVEYS; TESTING;

SERVICE QUALITY; SERVICE QUALITY EVALUATION; SERVQUAL; SPOKEN DIALOGUE SYSTEM; SUBJECTIVE EVALUATIONS; TEST PROCESS;

QUALITY CONTROL;

EID: 85009113884     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (14)

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9. Turunen M., Salonen, E.-P., Hartikainen, M., Hakulinen, J., Black, W., Ramsay, A., Funk, A., Conroy, A., Thompson, P., Stairmand, M., Jokinen, K., Rissanen, J., Kanto, K., Kerminen, A., Gamback, B., Cheadle, M., Olsson, F., and Sahlgren, M., "AthosMail - a Multilingual Adaptive Spoken Dialogue System for Email Domain", Workshop on Robust and Adaptive Information Processing for Mobile Speech Interfaces Proc., Geneva, 2004.
10. Parasuram, A., Berry, L.L., Zeithaml, V.A.: "Refinement and Reassessment of the SERVQUAL Scale", Journal of Retailing, 67, 4, 1991.
11. Parasuraman, A., Zeithaml, V.A. and Berry, L.L., "Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria", Journal of Retailing, 70, 3, 1994.
12. Internet appendix available in the address http://www.cs.uta.fi/hci/spi/SERVQUAL/
13. Turunen, M., Salonen, E-P., Hartikainen, M. and Hakulinen, J., "Robust and adaptive architecture for multilingual spoken dialogue systems", ICSLP 2004 Proc., Jeju 2004.
14. Salonen, E-P, Hartikainen, M., Turunen, M., Hakulinen, J. and Funk, J. A., "Flexible Dialogue Management Using Distributed and Dynamic Dialogue Control", ICSLP 2004 Proc., Jeju 2004.