Robotic service quality – Scale development and validation |
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| Institution: | 1. Department of Marketing, Monash University, PO BOX 197, Caulfield East, 3145, Australia;2. Department of Marketing, Macquarie University, Balaclava Rd, Macquarie Park, NSW, 2109, Australia;3. Department of Marketing and International Business, The University of Toledo, MS 103, The University of Toledo, OH, 43606, USA;1. School of Hospitality Management, The Pennsylvania State University, 210 Mateer Building, University Park, PA, 16802, United States;2. Department of Human Sciences, The Ohio State University, 265C Campbell Hall, 1787 Neil Ave, Columbus, OH, 43210, United States;3. School of Hospitality Management, The Pennsylvania State University, 224 Mateer Building, University Park, PA, 16802, United States;1. Department of Marketing, Macquarie University, Sydney, Australia;2. Department of Marketing, Monash University, Melbourne, Australia |
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| Abstract: | Viewing robots as service agents that provide services to customers for value exchange, the study developed a scale to measure robotic service quality. The scale underwent several stages of development including item generation, domain specification, scale refinement, and validity testing, including internal and external cross validation. A range of methods were used in this process. Data were collected from Australia, China, and Vietnam to test external validity. Four dimensions were identified to represent robotic service quality. Development of this scale has implications for artificial intelligence and service research. The scale can be used by practitioners to enhance customer experience and generate positive attitudinal and behavioural responses from customers. |
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| Keywords: | Robots Artificial intelligence Service quality Scale development Services marketing |
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