Understanding Impacts of Service Robots with the Revised Gap Model

Abstract

The service quality gap model, which identifies the antecedents of SERVQAUL, reveals that service quality depends on the gap between customer perceived and expected service (Gap 5), which can be caused by other gaps in the service process (Gaps 1–4). The emergence of service robots has affected the quality of services provided; however, little is known about how these impacts happen. Thus, this paper aims to explore the impacts of service robots on service quality by revising the original gap model in the context of robot service. This paper reviews and analyzes the literature related to service robots and develops a revised gap model for robot service by integrating the existing research on the impacts of service robots. By introducing the roles of robots and robot manufacturers into the original gap model, the revised gap model adds three new gaps: Gap 6 (manufacturers’ understanding gap), Gap 7 (technical gap), and Gap 8 (service coordination gap). Based on the revised gap model, the impacts of service robots on service quality are expounded (i.e., Gap 5 can be affected by not only Gaps 1–4 but also Gaps 6–8), and several propositions are introduced. This paper is the first to consider robot manufacturers as part of the service quality gap model, and the first to use a dynamic model to explore the impacts of service robots on service quality. This paper not only supplements the service robot and gap model literature but also provides service companies with a meaningful framework to improve service quality when using robots to provide service.

The New Service Realities

“…The initiatives also helped Hilton to ensure that Hilton properties in both Europe and the United States provide its guests with uniformly high-quality services or be purged from its system. Hilton was able to increase its revenues and to strengthen its brand equity (Zhang, Huang, Li, & Ren, 2022).…”