Robotic Service Quality - Wageeh Nafei - Bog

Robotic Service Quality (RSQ) can complement the other service quality scales in industries where robots are used. RSQ can be used in conjunction with service quality to measure SQ and understand its impact on customer satisfaction and behaviour.RSQ is still in the realm of brick-and-mortar facilities. Therefore, the performance of robotic service, as a front-line employee in a physical place may affect user satisfaction; thus, it needs to be measured.There are four dimensions of RSQ. They are atomization, personalization, precision, and efficiency. Atomization refers to the level of automation and performance by robots. This dimension mainly captures customers¿ experience with AI system quality. Personalization indicates how robots can be flexible, like service employees, to meet customer¿s requests and demands. Efficiency indicates timely and responsive service from robots. Precision is reflective of the accuracy and exactness of the information provided by robots.