Abstract
The service quality gap model, which identifies the antecedents of SERVQAUL, reveals that service quality depends on the gap between customer perceived and expected service (Gap 5), which can be caused by other gaps in the service process (Gaps 1–4). The emergence of service robots has affected the quality of services provided; however, little is known about how these impacts happen. Thus, this paper aims to explore the impacts of service robots on service quality by revising the original gap model in the context of robot service. This paper reviews and analyzes the literature related to service robots and develops a revised gap model for robot service by integrating the existing research on the impacts of service robots. By introducing the roles of robots and robot manufacturers into the original gap model, the revised gap model adds three new gaps: Gap 6 (manufacturers’ understanding gap), Gap 7 (technical gap), and Gap 8 (service coordination gap). Based on the revised gap model, the impacts of service robots on service quality are expounded (i.e., Gap 5 can be affected by not only Gaps 1–4 but also Gaps 6–8), and several propositions are introduced. This paper is the first to consider robot manufacturers as part of the service quality gap model, and the first to use a dynamic model to explore the impacts of service robots on service quality. This paper not only supplements the service robot and gap model literature but also provides service companies with a meaningful framework to improve service quality when using robots to provide service.
Highlights
Because customers’ evaluations of and satisfaction with service experience are related to their perceived service quality [10], it is critical for service companies to understand why and how these robots affect service quality
Beginning with reviewing and analyzing the literature related to service robots, our pioneering contribution is to revise the original gap model to offer a better understanding of the impacts of service robots on service quality by adding two roles and three new gaps (i.e., Gaps 6–8)
These descriptions are detailed but are separate and Through literature review, we find that previous studies’ descriptions of the impacts of service robots reflect the impacts on certain parts of the original gap model or the emergence of new gaps
Summary
Robotics has developed into a multibillion-dollar industry, with robots being used in many work settings. Belanche et al [14] suggested that robot design and service encounter characteristics resulted in customer satisfaction and loyalty to the service provider While they identified some key factors, they did not elaborate on how these factors play a role in the service process. The original gap model includes all the roles involved in the service process, which is helpful in a systematic study of how service robots affect all these roles and, service quality. Beginning with reviewing and analyzing the literature related to service robots, our pioneering contribution is to revise the original gap model to offer a better understanding of the impacts of service robots on service quality by adding two roles (i.e., service robots and manufacturers) and three new gaps (i.e., Gaps 6–8). This paper provides service companies with a meaningful framework to improve service quality when using service robots, as well as offering a clear direction for future researchers to empirically verify the impacts of service robots on service quality
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