Abstract
Services are intangible in nature and as a result, it is often difficult to measure the quality of the service. In the service literature, the service is usually delivered by a human to a human customer and the quality of the service is often evaluated using the SERVQUAL dimensions. An extensive review of the literature shows there is a lack of an empirical model to assess the perceived service quality provided by a social robot. Furthermore, the social robot literature highlights key differences between human service and social robots. For example, scholars have highlighted the importance of entertainment value and engagement in the adoption of social robots in the service industry. However, it is unclear whether the SERVQUAL dimensions are appropriate to measure social robot’s service quality. The paper proposes the SERVBOT model to assess a social robot’s service quality. It identifies, reliability, responsiveness, assurance, empathy, and entertainment as the five dimensions of SERVBOT. Further, the research will investigate how these five factors influence emotional engagement and future intentions to use the social robot in a concierge service setting. The model was tested using student sampling, and a total of 94 responses were collected for the study. The findings indicate empathy and entertainment value as key predictors of emotional engagement. Further, emotional engagement is a strong predictor of future intention to use a social robot in a service setting. This study is the first to propose the SERVBOT model to measure social robot’s service quality. The model provides a theoretical underpinning on the key service quality dimensions of a social robot and gives scholars and managers a method to track the service quality of a social robot. The study also extends on the literature by exploring the key factors that influence the use of social robots (i.e., emotional engagement).
Highlights
Services were solely provided by humans to other humans
The findings of this study have implications for service providers and designers who are looking at employing social robots to undertake frontline tasks
In the traditional service setting with a human-delivered service, five dimensions of service quality are assessed
Summary
With the advancement in technology, social robots are increasingly being used in the service sector to fulfil a service (Wirtz et al, 2018; Chiang & Trimi, 2020). Perceived Service Quality in HRI pandemic, social robots were successfully deployed in hotels, retail stores, hospitals, airports, and public spaces, proving the importance and usefulness of deploying robots in a wide range of services and industries. Social robots proved to be useful for preventing cross infections through contactless services (Pani et al, 2020). They provided therapeutic and entertainment for quarantined patients and the vulnerable (Aymerich-Franch and Ferrer, 2020)
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