Most cloud kitchens offer only basic services, leading to numerous problems in the service process that may cause customer dissatisfaction. Therefore, optimizing cloud kitchen services by identifying service barriers and risks is necessary. This study aims to identify the service barriers of cloud kitchens and develop a straightforward methodology to assess the risk of these barriers, considering the interdependence of quality factors. Questionnaires were collected from customers and operators of cloud kitchens to extract the service barrier factors. The results revealed that 15 service barriers were identified. Analysis using the risk dependency-early warning model (RD-EW model) indicated that seven service barriers had high service risks and were the priority pain points that should be addressed in cloud kitchens. These findings could serve as a reference for developing service optimization strategies and expanding theoretical knowledge.

中文翻译：

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识别云厨房中的服务障碍和风险：来自新型风险评估模型的见解


大多数云厨房只提供基本服务，导致服务过程中出现许多问题，可能会引起客户的不满。因此，通过识别服务障碍和风险来优化云厨房服务是必要的。本研究旨在确定云厨房的服务障碍，并开发一种简单的方法来评估这些障碍的风险，同时考虑到质量因素的相互依存性。从云厨房的客户和运营商那里收集问卷，以提取服务障碍因素。结果显示，确定了 15 个服务障碍。使用风险依赖-预警模型 （RD-EW 模型） 的分析表明，7 个服务障碍具有较高的服务风险，是云厨房应优先解决的痛点。这些发现可为制定服务优化策略和扩展理论知识提供参考。