Robotic service quality – Scale development and validation

• DOI: 10.1016/j.jretconser.2021.102661
• Publication Date: 2021-07-06T01:18:47Z
• Authors: Catherine Prentice; Mai Nguyen
• Keywords: Service robot

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.