IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v62y2021ics0969698921002277.html
   My bibliography  Save this article

Robotic service quality – Scale development and validation

Author

Listed:
  • Prentice, Catherine
  • Nguyen, Mai

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.

Suggested Citation

  • Prentice, Catherine & Nguyen, Mai, 2021. "Robotic service quality – Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    • Handle: RePEc:eee:joreco:v:62:y:2021:i:c:s0969698921002277
    DOI: 10.1016/j.jretconser.2021.102661
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698921002277
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2021.102661?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. J.J. Brakus & B.H. Schmitt & L. Zarantonello, 2009. "Brand Experience: What Is It? How Do We Measure It? And Does It Affect Loyalty?," Post-Print hal-00799102, HAL.
    2. Barbara H. Wixom & Peter A. Todd, 2005. "A Theoretical Integration of User Satisfaction and Technology Acceptance," Information Systems Research, INFORMS, vol. 16(1), pages 85-102, March.
    3. Baltar, Fabiola & Brunet Icart, Ignasi, 2012. "Social research 2.0: virtual snowball sampling method using Facebook," Nülan. Deposited Documents 1875, Universidad Nacional de Mar del Plata, Facultad de Ciencias Económicas y Sociales, Centro de Documentación.
    4. Catherine Prentice, 2019. "Emotional Intelligence And Dramaturgical Marketing," World Scientific Book Chapters, in: EMOTIONAL INTELLIGENCE AND MARKETING, chapter 6, pages 113-131, World Scientific Publishing Co. Pte. Ltd..
    5. Catherine Prentice, 2019. "Emotional Intelligence and Marketing," World Scientific Books, World Scientific Publishing Co. Pte. Ltd., number 11363, January.
    6. Catherine Prentice, 2019. "Emotional Intelligence And Internal Marketing," World Scientific Book Chapters, in: EMOTIONAL INTELLIGENCE AND MARKETING, chapter 5, pages 85-111, World Scientific Publishing Co. Pte. Ltd..
    7. Catherine Prentice, 2019. "Emotional Intelligence And External Marketing," World Scientific Book Chapters, in: EMOTIONAL INTELLIGENCE AND MARKETING, chapter 8, pages 165-184, World Scientific Publishing Co. Pte. Ltd..
    8. Ding, David Xin & Hu, Paul Jen-Hwa & Sheng, Olivia R. Liu, 2011. "e-SELFQUAL: A scale for measuring online self-service quality," Journal of Business Research, Elsevier, vol. 64(5), pages 508-515, May.
    9. Catherine Prentice, 2019. "Emotional Intelligence And Marketing," World Scientific Book Chapters, in: EMOTIONAL INTELLIGENCE AND MARKETING, chapter 1, pages 1-12, World Scientific Publishing Co. Pte. Ltd..
    10. Suzana Markovic & Sanja Raspor, 2010. "Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry," Management, University of Primorska, Faculty of Management Koper, vol. 5(3), pages 195-209.
    11. Catherine Prentice, 2019. "Emotional Intelligence And Relational Encounter Marketing," World Scientific Book Chapters, in: EMOTIONAL INTELLIGENCE AND MARKETING, chapter 7, pages 133-163, World Scientific Publishing Co. Pte. Ltd..
    12. Chuah, Stephanie Hui-Wen & Yu, Joanne, 2021. "The future of service: The power of emotion in human-robot interaction," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    13. Catherine Prentice, 2019. "Emotional Intelligence And Impersonal Encounter Marketing," World Scientific Book Chapters, in: EMOTIONAL INTELLIGENCE AND MARKETING, chapter 9, pages 185-212, World Scientific Publishing Co. Pte. Ltd..
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Subero-Navarro, à urea & Pelegrín-Borondo, Jorge & Reinares-Lara, Eva & Olarte-Pascual, Cristina, 2022. "Proposal for modeling social robot acceptance by retail customers: CAN model + technophobia," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    2. Oliveira, Guilherme Gouvea de & Lizarelli, Fabiane Letícia & Teixeira, Jorge Grenha & Mendes, Glauco Henrique de Sousa, 2023. "Curb your enthusiasm: Examining the customer experience with Alexa and its marketing outcomes," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    3. Fan, Hua & Han, Bing & Gao, Wei, 2022. "(Im)Balanced customer-oriented behaviors and AI chatbots' Efficiency–Flexibility performance: The moderating role of customers’ rational choices," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Prentice, Catherine & Nguyen, Mai, 2020. "Engaging and retaining customers with AI and employee service," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    2. Prentice, Catherine & Dominique-Ferreira, Sergio & Ferreira, Andreia & Wang, Xuequn (Alex), 2022. "The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    3. Khan, Imran, 2022. "Do brands’ social media marketing activities matter? A moderation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    4. Ruan, Yanya & Mezei, József, 2022. "When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    5. Richard Huaman-Ramirez & Dwight Merunka, 2019. "Brand experience effects on brand attachment: The role of brand trust, age, and income," Post-Print hal-02118504, HAL.
    6. Alnawas, Ibrahim & Al Khateeb, Amr, 2022. "Developing and validating a multidisciplinary scale of E-retailing website elements," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    7. Hugo Martins & Paulo Carvalho & Nuno Almeida, 2021. "Destination Brand Experience: A Study Case in Touristic Context of the Peneda-Gerês National Park," Sustainability, MDPI, vol. 13(21), pages 1-17, October.
    8. Yibei Pu & Norzaidahwati Zaidin & Yaodong Zhu, 2023. "How Do E-Brand Experience and In-Store Experience Influence the Brand Loyalty of Novel Coffee Brands in China? Exploring the Roles of Customer Satisfaction and Self–Brand Congruity," Sustainability, MDPI, vol. 15(2), pages 1-17, January.
    9. Meghisan-Toma Georgeta-Madalina & Toma Dorin, 2019. "Health Determinants and Unmet Needs for Health Care- towards e-Health Systems," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 13(1), pages 1045-1057, May.
    10. Siwarit Pongsakornrungsilp & Pimlapas Pongsakornrungsilp & Theeranuch Pusaksrikit & Pimmada Wichasin & Vikas Kumar, 2021. "Co-Creating a Sustainable Regional Brand from Multiple Sub-Brands: The Andaman Tourism Cluster of Thailand," Sustainability, MDPI, vol. 13(16), pages 1-23, August.
    11. Taeyoung Cho & Taesoo Cho & Hao Zhang, 2021. "The Effect of IMC of Golf Product Exhibitions on Customer Behavior and Recommendation Intention," Tourism and Hospitality, MDPI, vol. 2(3), pages 1-14, July.
    12. Ding, David Xin & Hu, Paul Jen-Hwa & Sheng, Olivia R. Liu, 2011. "e-SELFQUAL: A scale for measuring online self-service quality," Journal of Business Research, Elsevier, vol. 64(5), pages 508-515, May.
    13. Alba Rocio Gutierrez Garzon & Pete Bettinger & Jacek Siry & Bin Mei & Jesse Abrams, 2019. "The Terms Foresters and Planners in the United States Use to Infer Sustainability in Forest Management Plans: A Survey Analysis," Sustainability, MDPI, vol. 12(1), pages 1-20, December.
    14. Marc Vallverdu-Gordi & Estela Marine-Roig, 2023. "The Role of Graphic Design Semiotics in Environmental Awareness Campaigns," IJERPH, MDPI, vol. 20(5), pages 1-19, February.
    15. Jungsug Kim & Eunjeung Kim, 2022. "Relationship between Self-Esteem and Technological Readiness: Mediation Effect of Readiness for Change and Moderated Mediation Effect of Gender in South Korean Teachers," IJERPH, MDPI, vol. 19(14), pages 1-11, July.
    16. Babijtchouk Olga & Dames D. David & Gehan S. Dhameeth & Sleezer Adam & Smith Elliott, 2018. "The Millennials: Insights to Brand Behavior for Brand Management Strategies," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 9(3), pages 1-17, August.
    17. Vishwas Maheshwari & George Lodorfos & Siril Jacobsen, 2014. "Determinants of Brand Loyalty: A Study of the Experience-Commitment-Loyalty Constructs," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 5(6), pages 13-23, November.
    18. Jin P. Gerlach & Ronald T. Cenfetelli, 2022. "Overcoming the Single-IS Paradigm in Individual-Level IS Research," Information Systems Research, INFORMS, vol. 33(2), pages 476-488, June.
    19. Se Ran Yoo & Suk Won Lee & Hyeon Mo Jeon, 2020. "The Role of Customer Experience, Food Healthiness, and Value for Revisit Intention in GROCERANT," Sustainability, MDPI, vol. 12(6), pages 1-14, March.
    20. Jinsoo Hwang & Kyuhyeon Joo & Joonho Moon, 2023. "Relationships among Experience Economy, Tour Quality, Tour Satisfaction, and Word-of-Mouth in the Senior Tourism Context in Korea: The Moderating Role of Tour Guiding Services," Sustainability, MDPI, vol. 15(8), pages 1-13, April.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:62:y:2021:i:c:s0969698921002277. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.