Show simple item record

dc.contributor.authorPrentice, C
dc.contributor.authorNguyen, M
dc.date.accessioned2021-08-02T01:31:40Z
dc.date.available2021-08-02T01:31:40Z
dc.date.issued2021
dc.identifier.issn0969-6989
dc.identifier.doi10.1016/j.jretconser.2021.102661
dc.identifier.urihttp://hdl.handle.net/10072/406482
dc.description.abstractViewing 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.
dc.description.peerreviewedYes
dc.languageen
dc.publisherElsevier BV
dc.relation.ispartofpagefrom102661
dc.relation.ispartofjournalJournal of Retailing and Consumer Services
dc.relation.ispartofvolume62
dc.subject.fieldofresearchBusiness and Management
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode1503
dc.subject.fieldofresearchcode1505
dc.subject.fieldofresearchcode1506
dc.titleRobotic service quality – Scale development and validation
dc.typeJournal article
dc.type.descriptionC1 - Articles
dcterms.bibliographicCitationPrentice, C; Nguyen, M, Robotic service quality – Scale development and validation, Journal of Retailing and Consumer Services, 2021, 62, pp. 102661
dcterms.licensehttp://creativecommons.org/licenses/by-nc-nd/4.0/
dc.date.updated2021-07-26T22:46:32Z
dc.description.versionAccepted Manuscript (AM)
gro.rights.copyright© 2021 Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International Licence (http://creativecommons.org/licenses/by-nc-nd/4.0/) which permits unrestricted, non-commercial use, distribution and reproduction in any medium, providing that the work is properly cited.
gro.hasfulltextFull Text
gro.griffith.authorPrentice, Catherine
gro.griffith.authorNguyen, Mai T.


Files in this item

This item appears in the following Collection(s)

  • Journal articles
    Contains articles published by Griffith authors in scholarly journals.

Show simple item record