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Impacts of service robots on service quality

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  • Ai-Hsuan Chiang

    (Ming Chuan University)

  • Silvana Trimi

    (College of Business, University of Nebraska - Lincoln)

Abstract

With rapid advances in technologies, especially in artificial intelligence, smart sensors, big data analytics, and robotics, the service industry began introducing robots to perform a variety of functions. While the main purpose of deploying robots has been productivity improvement, the current COVID-19 pandemic has brought more urgent purpose, providing contactless service for social distancing. This study explores the service quality provided by robots based on real data in a hotel setting. A sample of 201 guests provided their expected service quality by robots and the actual performance experience after the service. We analyzed this relationship using importance performance analysis (IPA) and the Technique for Order Preference by Similarity to an Ideal Solution (TOPSIS). The results revealed that customers’ top priorities for robots’ service quality are assurance and reliability, while tangible and empathy were not as important. Customers were not satisfied with robots’ responsiveness, but this construct was found to be a low priority.

Suggested Citation

  • Ai-Hsuan Chiang & Silvana Trimi, 2020. "Impacts of service robots on service quality," Service Business, Springer;Pan-Pacific Business Association, vol. 14(3), pages 439-459, September.
    • Handle: RePEc:spr:svcbiz:v:14:y:2020:i:3:d:10.1007_s11628-020-00423-8
    DOI: 10.1007/s11628-020-00423-8
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    Cited by:

    1. Marc Becker & Dominik Mahr & Gaby Odekerken-Schröder, 2023. "Customer comfort during service robot interactions," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 137-165, March.
    2. Sebastian Molinillo & Francisco Rejón-Guardia & Rafael Anaya-Sánchez, 2023. "Exploring the antecedents of customers’ willingness to use service robots in restaurants," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 167-193, March.
    3. Yang-Fei Tai & Yi-Chieh Wang & Ching-Ching Luo, 2021. "Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 667-694, December.
    4. Vishwakarma, Laxmi Pandit & Singh, Rajesh Kr & Mishra, Ruchi & Demirkol, Denizhan & Daim, Tugrul, 2024. "The adoption of social robots in service operations: A comprehensive review," Technology in Society, Elsevier, vol. 76(C).
    5. Subhodeep Mukherjee & Manish Mohan Baral & Chittipaka Venkataiah & Surya Kant Pal & Ramji Nagariya, 2021. "Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 48(4), pages 445-460, December.
    6. Mathieu Lajante & David Remisch & Nikita Dorofeev, 2023. "Can robots recover a service using interactional justice as employees do? A literature review-based assessment," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 315-357, March.
    7. Stanislav Ivanov & Craig Webster & Faruk Seyitoğlu, 2023. "Humans and/or robots? Tourists’ preferences towards the humans–robots mix in the service delivery system," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 195-231, March.
    8. Ray Qing Cao & Dara G. Schniederjans & Vicky Ching Gu, 2021. "Stakeholder sentiment in service supply chains: big data meets agenda-setting theory," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 151-175, March.
    9. Mingyu Park & Youngjung Geum, 2021. "On the data-driven generation of new service idea: integrated approach of morphological analysis and text mining," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 539-561, September.
    10. Sorin-Ciprian Teiusan & Sorin-Constantin Deaconu, 2021. "Artificial Intelligence And Covid-19: An Analysis In Business And Economics," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 5, pages 144-156, October.
    11. Ayyoob Sharifi & Amir Reza Khavarian-Garmsir & Rama Krishna Reddy Kummitha, 2021. "Contributions of Smart City Solutions and Technologies to Resilience against the COVID-19 Pandemic: A Literature Review," Sustainability, MDPI, vol. 13(14), pages 1-28, July.
    12. Tsuen-Ho Hsu & Sen-Tien Her & Jia-Jeng Hou, 2021. "Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries," Mathematics, MDPI, vol. 9(20), pages 1-32, October.
    13. Chiang, Ai-Hsuan & Trimi, Silvana & Lo, Yu-Ju, 2022. "Emotion and service quality of anthropomorphic robots," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
    14. Wang, Xueqin & Wong, Yiik Diew & Liu, Feng & Yuen, Kum Fai, 2021. "A push–pull–mooring view on technology-dependent shopping under social distancing: When technology needs meet health concerns," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    15. Sun, Wenyuan & Zhang, Zhonghui & Chen, Yang & Luan, Fushu, 2023. "Heterogeneous effects of robots on employment in agriculture, industry, and services sectors," Technology in Society, Elsevier, vol. 75(C).
    16. Javed Ali, 2024. "Thematic Evolution of Service Quality (2011-2023): Insights for Future Research Directions ," GATR Journals jmmr341, Global Academy of Training and Research (GATR) Enterprise.
    17. Anne-Marie Lebrun & Roxane Corbel & Patrick Bouchet, 2022. "Impacts of Covid-19 on travel intention for summer 2020: a trend in proximity tourism mediated by an attitude towards Covid-19," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 469-501, September.
    18. Tae-Seung Park & Jae-Yoon Kwon, 2022. "Analysis of Crisis Management for Sustainable Development of Fitness Center during the COVID-19 Pandemic," Sustainability, MDPI, vol. 14(4), pages 1-12, February.
    19. Ieva Meidute-Kavaliauskiene & Bülent Yıldız & Şemsettin Çiğdem & Renata Činčikaitė, 2021. "The Effect of COVID-19 on Airline Transportation Services: A Study on Service Robot Usage Intention," Sustainability, MDPI, vol. 13(22), pages 1-19, November.
    20. Jinsoo Hwang & Jawad Abbas & Kyuhyeon Joo & Seung-Woo Choo & Sunghyup Sean Hyun, 2022. "The Effects of Types of Service Providers on Experience Economy, Brand Attitude, and Brand Loyalty in the Restaurant Industry," IJERPH, MDPI, vol. 19(6), pages 1-15, March.
    21. Santiago Forgas-Coll & Ruben Huertas-Garcia & Antonio Andriella & Guillem Alenyà, 2022. "The effects of gender and personality of robot assistants on customers’ acceptance of their service," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 359-389, June.
    22. Håkon Osland Sandvik & David Sjödin & Thomas Brekke & Vinit Parida, 2022. "Inherent paradoxes in the shift to autonomous solutions provision: a multilevel investigation of the shipping industry," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 227-255, June.
    23. Sandra Maria Correia Loureiro & Ricardo Godinho Bilro & Diogo Neto, 2023. "Working with AI: can stress bring happiness?," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 233-255, March.
    24. Ding, Bin & Li, Yameng & Miah, Shah & Liu, Wei, 2024. "Customer acceptance of frontline social robots—Human-robot interaction as boundary condition," Technological Forecasting and Social Change, Elsevier, vol. 199(C).

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