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Impacts of service robots on service quality

Author

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  • Ai-Hsuan Chiang

    (Ming Chuan University)

  • Silvana Trimi

    (College of Business, University of Nebraska - Lincoln)

Abstract

With rapid advances in technologies, especially in artificial intelligence, smart sensors, big data analytics, and robotics, the service industry began introducing robots to perform a variety of functions. While the main purpose of deploying robots has been productivity improvement, the current COVID-19 pandemic has brought more urgent purpose, providing contactless service for social distancing. This study explores the service quality provided by robots based on real data in a hotel setting. A sample of 201 guests provided their expected service quality by robots and the actual performance experience after the service. We analyzed this relationship using importance performance analysis (IPA) and the Technique for Order Preference by Similarity to an Ideal Solution (TOPSIS). The results revealed that customers’ top priorities for robots’ service quality are assurance and reliability, while tangible and empathy were not as important. Customers were not satisfied with robots’ responsiveness, but this construct was found to be a low priority.

Suggested Citation

  • Ai-Hsuan Chiang & Silvana Trimi, 2020. "Impacts of service robots on service quality," Service Business, Springer;Pan-Pacific Business Association, vol. 14(3), pages 439-459, September.
    • Handle: RePEc:spr:svcbiz:v:14:y:2020:i:3:d:10.1007_s11628-020-00423-8
    DOI: 10.1007/s11628-020-00423-8
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    Cited by:

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    4. Chiang, Ai-Hsuan & Trimi, Silvana & Lo, Yu-Ju, 2022. "Emotion and service quality of anthropomorphic robots," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
    5. Wang, Xueqin & Wong, Yiik Diew & Liu, Feng & Yuen, Kum Fai, 2021. "A push–pull–mooring view on technology-dependent shopping under social distancing: When technology needs meet health concerns," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    6. Yang-Fei Tai & Yi-Chieh Wang & Ching-Ching Luo, 2021. "Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 667-694, December.
    7. Ayyoob Sharifi & Amir Reza Khavarian-Garmsir & Rama Krishna Reddy Kummitha, 2021. "Contributions of Smart City Solutions and Technologies to Resilience against the COVID-19 Pandemic: A Literature Review," Sustainability, MDPI, vol. 13(14), pages 1-28, July.
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    12. Stanislav Ivanov & Craig Webster & Faruk Seyitoğlu, 2023. "Humans and/or robots? Tourists’ preferences towards the humans–robots mix in the service delivery system," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 195-231, March.
    13. Ray Qing Cao & Dara G. Schniederjans & Vicky Ching Gu, 2021. "Stakeholder sentiment in service supply chains: big data meets agenda-setting theory," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 151-175, March.
    14. Subhodeep Mukherjee & Manish Mohan Baral & Chittipaka Venkataiah & Surya Kant Pal & Ramji Nagariya, 2021. "Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 48(4), pages 445-460, December.
    15. Mathieu Lajante & David Remisch & Nikita Dorofeev, 2023. "Can robots recover a service using interactional justice as employees do? A literature review-based assessment," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 315-357, March.
    16. Jinsoo Hwang & Jawad Abbas & Kyuhyeon Joo & Seung-Woo Choo & Sunghyup Sean Hyun, 2022. "The Effects of Types of Service Providers on Experience Economy, Brand Attitude, and Brand Loyalty in the Restaurant Industry," IJERPH, MDPI, vol. 19(6), pages 1-15, March.
    17. Ieva Meidute-Kavaliauskiene & Bülent Yıldız & Şemsettin Çiğdem & Renata Činčikaitė, 2021. "The Effect of COVID-19 on Airline Transportation Services: A Study on Service Robot Usage Intention," Sustainability, MDPI, vol. 13(22), pages 1-19, November.
    18. Mingyu Park & Youngjung Geum, 2021. "On the data-driven generation of new service idea: integrated approach of morphological analysis and text mining," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 539-561, September.
    19. Tae-Seung Park & Jae-Yoon Kwon, 2022. "Analysis of Crisis Management for Sustainable Development of Fitness Center during the COVID-19 Pandemic," Sustainability, MDPI, vol. 14(4), pages 1-12, February.
    20. Sorin-Ciprian Teiusan & Sorin-Constantin Deaconu, 2021. "Artificial Intelligence And Covid-19: An Analysis In Business And Economics," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 5, pages 144-156, October.

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