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Service robots in hotels: understanding the service quality perceptions of human-robot interaction
16 references·2 citing·47 second hop
Service robots in hotels: understanding the service quality perceptions of human-robot interaction (2019)Service robots in hotels: understanding t…Hotel employee's artificial intelligence and robotics awareness and its impact on turnover intention: The moderating roles of perceived organizational support and competitive psychological climate (2019)Hotel employee's artificial i…Developing and validating a service robot integration willingness scale (2019)Developing and validating a s…Brave new world: service robots in the frontline (2018)Brave new world: service robo…Domo Arigato Mr. Roboto (2016)Domo Arigato Mr. RobotoIntroduction to Qualitative Research Methods (2015)Introduction to Qualitative R…The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions (2008)The relationships among overa…Measurement Instruments for the Anthropomorphism, Animacy, Likeability, Perceived Intelligence, and Perceived Safety of Robots (2008)Measurement Instruments for t…On seeing human: A three-factor theory of anthropomorphism. (2007)On seeing human: A three-fact…A Practical Guide to Focus-Group Research (2006)A Practical Guide to Focus-Gr…Focus-group interview and data analysis (2004)Focus-group interview and dat…Trust and TAM in Online Shopping: An Integrated Model1 (2003)Trust and TAM in Online Shopp…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Focus group. (2000)Focus group.The media equation: how people treat computers, television, and new media like real people and places (1997)The media equation: how peopl…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…When Conscientious Employees Meet Intelligent Machines: An Integrative Approach Inspired by Complementarity Theory and Role Theory (2021)When Conscientious Employees …A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations (2021)A systematic review of AI tec…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Internet Users' Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model (2004)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents (2007)Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)An Experimental Study of Apparent Behavior (1944)Minds, brains, and programs (1980)Simple Heuristics That Make Us Smart (1999)Social robots for education: A review (2018)Human Trust in Artificial Intelligence: Review of Empirical Research (2020)Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI (2021)The Principles of Psychology (1891)The need to belong: Desire for interpersonal attachments as a fundamental human motivation. (1995)Metaphors We Live By (2003)The Social Brain: Neural Basis of Social Knowledge (2008)Perceived social isolation and cognition (2009)A Meta-Analysis of Factors Affecting Trust in Human-Robot Interaction (2011)Case Study Research: Design and Methods (1984)Case Study Research: Design and Methods (1991)Basics of qualitative research : techniques and procedures for developing grounded theory (1998)Using F ramework A nalysis in nursing research: a worked example (2013)Using focus groups in medical education research: AMEE Guide No. 91 (2014)The use of focus group discussion methodology: Insights from two decades of application in conservation (2018)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)E‐service quality: a model of virtual service quality dimensions (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)The future of employment: How susceptible are jobs to computerisation? (2016)How artificial intelligence will change the future of marketing (2019)A strategic framework for artificial intelligence in marketing (2020)Machines and Mindlessness: Social Responses to Computers (2000)The Limited Capacity Model of Mediated Message Processing (2000)Toward a mechanistic psychology of dialogue (2004)Putting Consumer Experience Back into Consumer Research: The Philosophy and Method of Existential-Phenomenology (1989)Techniques to Identify Themes (2003)Qualitative research: Methods in the social sciences (2006)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 2003Trust and TAM in Online Shopping: An Integrated Model19,355 cited
  • 1997The media equation: how people treat computers, television, and new media like real people and places4,887 cited
  • 2007On seeing human: A three-factor theory of anthropomorphism.4,511 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,625 cited
  • 2008Measurement Instruments for the Anthropomorphism, Animacy, Likeability, Perceived Intelligence, and Perceived Safety of Robots3,418 cited
  • 2015Introduction to Qualitative Research Methods3,081 cited
  • 2018Brave new world: service robots in the frontline2,415 cited
  • 2004Focus-group interview and data analysis2,050 cited
  • 2000Focus group.1,520 cited
  • 2016Domo Arigato Mr. Roboto1,387 cited
  • 2019Developing and validating a service robot integration willingness scale1,051 cited
  • 2019Hotel employee's artificial intelligence and robotics awareness and its impact on turnover intention: The moderating roles of perceived organizational support and competitive psychological climate884 cited

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2006
A Practical Guide to Focus-Group Research
849 cited
  • 2008The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions789 cited
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    • 2021A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations405 cited
    • 2021When Conscientious Employees Meet Intelligent Machines: An Integrative Approach Inspired by Complementarity Theory and Role Theory399 cited