Instrument Development for R-Service Quality: A Literature Review

Tutkimustuotos: Artikkeli kirjassa/konferenssijulkaisussaConference contributionScientificvertaisarvioitu

2 Lataukset (Pure)

Abstrakti

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.
AlkuperäiskieliEnglanti
OtsikkoProceedings of the 55th Hawaii International Conference on System Sciences
ISBN (elektroninen)978-0-9981331-5-7
TilaJulkaistu - 2022
OKM-julkaisutyyppiA4 Artikkeli konferenssijulkaisuussa
TapahtumaAnnual Hawaii International Conference on System Sciences - Manoa, Yhdysvallat
Kesto: 4 tammik. 20227 tammik. 2022
Konferenssinumero: 55

Julkaisusarja

NimiProceedings of the Annual Hawaii International Conference on System Sciences
ISSN (painettu)1530-1605
ISSN (elektroninen)2572-6862

Conference

ConferenceAnnual Hawaii International Conference on System Sciences
LyhennettäHICSS
Maa/AlueYhdysvallat
KaupunkiManoa
Ajanjakso04/01/202207/01/2022

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