Instrument Development for R-Service Quality: A Literature Review

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dc.contributor.authorLin, Yanqing
dc.date.accessioned2021-12-24T17:35:04Z
dc.date.available2021-12-24T17:35:04Z
dc.date.issued2022-01-04
dc.description.abstractMotivated 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.
dc.format.extent10 pages
dc.identifier.doi10.24251/HICSS.2022.244
dc.identifier.isbn978-0-9981331-5-7
dc.identifier.urihttp://hdl.handle.net/10125/79576
dc.language.isoeng
dc.relation.ispartofProceedings of the 55th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectService Science
dc.subjectdimensionality
dc.subjectmeasurement scale
dc.subjectrobotic service
dc.subjectservice quality
dc.titleInstrument Development for R-Service Quality: A Literature Review
dc.type.dcmitext

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