Review of Research on Contactless Services and Future Prospects
The extensive use of intelligent technology and the rise of solo economy have led to the emergence of contactless services as a key player in numerous industries.In order to propose a direction for future technological development,it is essential to conduct a comprehensive literature review of relevant research on contactless services.Contactless service is a type of non-face-to-face provision of information or goods that differs from self-service in terms of technology and application environment.Contactless service represents the advanced stage of self-service.A literature review is used to systematically sort out 206 Chinese and English literatures related to contactless services from 2016 to 2022,and through visualization and word frequency analysis,it is found that Chinese scholars paid relatively little attention to contactless services before the COVID-19 Pandemic.In related studies,the consumer level is mainly concerned with the user behavior of contactless services,but there are user privacy leakage and moral and ethical issues;the enterprise level is more concerned with the adoption of contactless technology,but the refusal to use contactless services of the consumer due to the instability of contactless services or the high cost of learning may have some negative impacts on the performance of the enterprise;and the government level is more concerned with the transformation and digitization of the industry as a whole,but there is a need to introduce and improve relevant measures to solve the problems of unfair distribution,privacy leakage,and lack of laws.Future research should further improve the theoretical foundation of contactless services;consider the impact of contactless services on consumer behavior,especially the negative impact;focus on the impact of contactless services on changes in business performance,government functions,etc.,and pay attention to new consumer groups that have not used contactless service technology or newly formed,and new forms of labor,such as human-machine collaboration.Besides,it is important to pay attention to issues such as the legal protection of new forms of labor such as human-machine collaboration.At the same time,future empirical research needs to give high priority to the issue of data sources,as well as to consider the use of longitudinal research methods and the incorporation of a variety of analytical methods such as multi-group analyses and comparisons between probability and non-probability sampling.In order to promote the widespread use of contactless services,consumers should actively learn how to use them and give their opinions on how to improve them;enterprises should take into account the needs of different customer groups and provide more customized services;and the government should vigorously publicize the need for contactless services and provide SMEs with low-cost AI computing power,algorithms and data resources.
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