Exploring robot service quality priorities for different levels of intimacy with service

Ai-Hsuan Chiang () and Szu-Yu Chou ()
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Ai-Hsuan Chiang: Ming Chuan University
Szu-Yu Chou: Ming Chuan University

Service Business, 2023, vol. 17, issue 4, No 4, 913-935

Abstract: Abstract The influence of intimacy between humans and service robots on service quality has garnered significant attention. Applying the Mehrabian–Russell environmental psychology model, this study collected 591 valid responses from users of robots with different levels of intimacy and then used the TOPSIS technique to rank the importance of service quality. The results show, first, that high-intimacy service robots have better service quality performance. Second, for both high and low-intimacy service robots, tangibility and responsiveness are the two most important service quality dimensions. Third, the different levels of robot intimacy affect customers’ ranking of the other three service quality dimensions (empathy, reliability, and assurance). This research enables scholars and professionals to comprehend the influence of robot intimacy on robot service quality, thereby facilitating successful robot service implementation.

Keywords: Service robot; Intimacy; Service priorities; SERVQUAL; TOPSIS (search for similar items in EconPapers)
Date: 2023
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DOI: 10.1007/s11628-023-00545-9

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