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The new SERVBOT model measures social robot service quality, finding empathy and entertainment crucial for emotional engagement and future use. This research offers a framework for assessing robot service interactions.

Keywords:
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Area of Science:

  • Robotics and Human-Computer Interaction
  • Service Quality Management
  • Consumer Behavior

Background:

  • Services are intangible, making quality assessment challenging, traditionally relying on SERVQUAL dimensions for human-to-human interactions.
  • Existing literature highlights differences between human and social robot service, emphasizing entertainment and engagement for robot adoption.
  • There's a gap in empirical models for assessing perceived service quality specifically from social robots.

Purpose of the Study:

  • To propose and validate the SERVBOT model for measuring social robot service quality.
  • To investigate the influence of service quality dimensions on emotional engagement and future usage intentions.
  • To extend the understanding of factors driving social robot adoption in service settings.

Main Methods:

  • Development of the SERVBOT model with five dimensions: reliability, responsiveness, assurance, empathy, and entertainment.
  • Empirical testing of the model using student sampling (n=94) in a concierge service context.
  • Statistical analysis to determine the influence of SERVBOT dimensions on emotional engagement and future intentions.

Main Results:

  • Empathy and entertainment value were identified as significant predictors of emotional engagement with social robots.
  • Emotional engagement strongly predicted future intentions to use social robots in service environments.
  • The study provides empirical support for the proposed SERVBOT dimensions.

Conclusions:

  • The SERVBOT model offers a theoretical foundation and practical tool for evaluating social robot service quality.
  • Empathy and entertainment are key drivers for user engagement with service robots.
  • Understanding emotional engagement is critical for the successful integration of social robots in the service industry.