Robotic service quality – Scale development and validation

Prentice, Catherine ORCID: and Nguyen, Mai (2021) Robotic service quality – Scale development and validation. Journal of Retailing and Consumer Services, 62:102661. pp. 1-17. ISSN 0969-6989


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.

Statistics for USQ ePrint 49833
Statistics for this ePrint Item
Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 26 Jul 2022 22:31
Last Modified: 26 Jul 2022 23:41
Uncontrolled Keywords: Artificial intelligence; Robots; Scale development; Service quality; Services marketing
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350799 Strategy, management and organisational behaviour not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350699 Marketing not elsewhere classified
Socio-Economic Objectives (2020): 28 EXPANDING KNOWLEDGE > 2801 Expanding knowledge > 280106 Expanding knowledge in commerce, management, tourism and services
Identification Number or DOI:

Actions (login required)

View Item Archive Repository Staff Only