Instrument Development for R-Service Quality: A Literature Review

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Abstract

Motivated by a paucity of knowledge on the measurement of robotic service (r-service) quality, the current study strives to review the existing literature on r-service quality, with a focus on the potential methodological issues of developing measurement instruments and identifying the dimensionality of r-service quality. With a content analysis of 55 articles, this study identifies several methodological limitations of existing studies in developing measurement scales of r-service quality. This review reveals that dimensions of r-service quality are prone to be contingent on specific con-texts of service industry and service type. Several common dimensions regarding evaluating r-service are identified, including tangibility, responsiveness, reliability, empathy, assurance, ease of use/usability, usefulness, anthropomorphism, perceived intelligence, and social presence. This study is the first systematic literature review on r-service quality dimensionality.
Original languageEnglish
Title of host publicationProceedings of the 55th Hawaii International Conference on System Sciences
ISBN (Electronic)978-0-9981331-5-7
Publication statusPublished - 2022
MoE publication typeA4 Article in a conference publication
EventAnnual Hawaii International Conference on System Sciences - Manoa, United States
Duration: 4 Jan 20227 Jan 2022
Conference number: 55

Publication series

NameProceedings of the Annual Hawaii International Conference on System Sciences
ISSN (Print)1530-1605
ISSN (Electronic)2572-6862

Conference

ConferenceAnnual Hawaii International Conference on System Sciences
Abbreviated titleHICSS
Country/TerritoryUnited States
CityManoa
Period04/01/202207/01/2022

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