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
Release Date
8-15-2024
Length of Campus-only Access
None
Access Status
Doctoral Dissertation (Open Access)
Campus Location
Rosen Campus
STARS Citation
Hacikara, Ahmet, "An Assessment of the Hotel Customers’ Robotic Service Quality Perceptions: Scale Development and Validation" (2024). Graduate Thesis and Dissertation 2023-2024. 369.
https://stars.library.ucf.edu/etd2023/369
Accessibility Status
Meets minimum standards for ETDs/HUTs