Keywords

scale development, artificial intelligence, service robots, robotic service quality, experience quality, PLS-SEM

Abstract

"Hotel customers' interactions with service robots are becoming increasingly common, raising questions about how these interactions impact their experience. To address this gap in knowledge, this dissertation develops and validates a novel robotic service quality (ROBOQUAL) scale. Drawing on social exchange theory, the study examines the reciprocal relationship between hotel customers and artificially intelligent service robots, exploring how robotic service quality influences customers' perceptions of experience quality, satisfaction, and word-of-mouth intentions. The research employs focus-group studies, exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and partial least squares equation modeling (PLS-SEM) to develop and validate the ROBOQUAL scale."

Completion Date

2024

Semester

Summer

Committee Chair

Murphy, Kevin

Degree

Doctor of Philosophy (Ph.D.)

College

Rosen College of Hospitality Management

Department

Hospitality Services

Degree Program

Hospitality Management

Format

application/pdf

Identifier

DP0028573

URL

https://purls.library.ucf.edu/go/DP0028573

Language

English

Release Date

8-15-2024

Length of Campus-only Access

None

Access Status

Doctoral Dissertation (Open Access)

Campus Location

Rosen Campus

Accessibility Status

Meets minimum standards for ETDs/HUTs

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Accessibility Statement

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