Instrument Development for R-Service Quality: A Literature Review

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.