SERVQUAL

The impact of service principal (service robot vs. human staff) on service quality: The mediating role of service principal attribute

Shengliang Zhang, Zhenran Hu, Xiaodong Li, Ai Ren

Citations: 76 • 2022

Evaluation of a Multi-robot Cafe Based on Service Quality Dimensions

Takeshi Morita, Naho Kashiwagi, Ayanori Yorozu, Hideo Suzuki, Takahira Yamaguchi

Citations: 26 • 2019

Research trends on guest experience with service robots in the hospitality industry: a bibliometric analysis

Tayfun Yörük, Nuray Akar, Neslihan Verda Özmen

Citations: 17 • 2023

User Experience Study: The Service Expectation of Hotel Guests to the Utilization of AI-Based Service Robot in Full-Service Hotels

Yaozhi Zhang, Shanshan Qi

Citations: 15 • 2019

Perceived Service Quality in HRI: Applying the SERVBOT Framework

Isha Kharub, Michael Lwin, Aila Khan, Omar Mubin

Citations: 15 • 2021

Content analysis of hotel reviews as a quality management tool: Preliminary verification of the SERVQUAL scale

Elżbieta Wąsowicz-Zaborek

Citations: 8 • 2023

A descriptive analysis of significant factors influencing the behavioral intention to adopt robot kiosks/service robots in service stores: Integrating the UTAUT and higher-order SERVQUAL approach

Dioseph Andre F. Anduyo, Ardvin Kester S. Ong, Maela Madel L. Cahigas, Ma. Janice J. Gumasing, Dhonn Q. Tomas

Citations: 4 • 2025

Pilot Study for Two Questionnaires Assessing Intentions of Use and Quality of Service of Robots in the Hotel Industry

Dimitrios Belias, Labros Vasiliadis

Citations: 4 • 2021

The impact of hotel robots’ service quality on continuance intention: the moderating effect of personal innovation

Yaru Shi

Citations: 1 • 2025