Influence of robots service quality on customers' acceptance in restaurants

Shah, Tejas; Kautish, Pradeep; Mehmood, Khalid

doi:10.1108/apjml-09-2022-0780

Cited by 36 publications

(8 citation statements)

References 71 publications

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“…Complete respondent anonymity was ensured, as explicitly outlined in the survey cover letter, thus reducing the likelihood of socially desirable responses. 62,[89][90][91][92] In this research, rigorous measures were taken to enhance clarity and minimize ambiguity in survey items. Scale items were defined with precision, and questions were crafted to be both direct and specific, aligning with the methodologies suggested by prior scholars.…”

Section: Common Methods Variancementioning

confidence: 99%

Turning Lemons into Lemonade: Social Support as a Moderator of the Relationship Between Technostress and Quality of Life Among University Students

Mehmood,

Suhail,

Kautish

et al. 2024

PRBM

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The overuse of internet-based technologies as a means of coping with the stress they generate has resulted in an alarming level of addiction, adversely impacting the quality of life and overall health of younger individuals. This social detachment, in turn, contributes to both physical and mental health deterioration. The potential remedy for this predicament lies in the application of social support as an antidote to internet addiction. In this context, our present study employs the Stress-Strain-Outcome model to explore the indirect effects of internet addiction and the moderating role of social support in relation to the influence of technostress on the quality of life of adults. Methods: We adopted a time-lagged design to collect data from university graduates and evaluated our study hypotheses using Mplus. Results: Our empirical findings highlight the significant influence of technostress on internet addiction, with the latter significantly mediating the relationship between technostress and quality of life. Furthermore, our results reveal that social support effectively moderates the indirect effects of technostress on quality of life through its impact on internet addiction. Conclusion: These findings can help researchers and educators better understand the underlying mechanisms between technostress and quality of life with social support as the silver lining. This form of social support holds the potential not only to alleviate internet addiction but also to positively enhance the quality of life and overall wellbeing of individuals facing these challenges. The implications of these findings and avenues for future research are also discussed.

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Section: Common Methods Variancementioning

confidence: 99%

Turning Lemons into Lemonade: Social Support as a Moderator of the Relationship Between Technostress and Quality of Life Among University Students

Mehmood,

Suhail,

Kautish

et al. 2024

PRBM

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“… Enhanced Customer Acceptance in Service Industries: The framework proposed by Shah et al [72] enhances customer acceptance of AI service robots in restaurants, suggesting a diagnostic tool for improving service quality and satisfaction.…”

Section: Practical Implicationsmentioning

confidence: 99%

Exploring cognitive reflection for decision-making in robots: Insights and implications

Durga Deeak Valluri

2024

Int. J. Sci. Res. Arch.

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This study critically examines the potential of embedding a cognitive reflection model within robotic decision-making systems. Cognitive reflection, which enables humans to surpass initial impulses and heuristics for improved decision outcomes, is proposed as a mechanism to augment the decision-making capacity of autonomous robots. By analyzing existing decision-making paradigms in robotics, this paper conceptualizes the adoption of cognitive reflection and evaluates its prospective transformative impact on the field. Through a detailed investigation, it articulates the significant enhancements in robotic intelligence and functionality that cognitive reflection can offer. Furthermore, it rigorously discusses the technical feasibility, ethical considerations, and broader societal ramifications, delineating a comprehensive framework for the responsible and effective integration of cognitive processes in robotics.

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“…Canziani and MacSween (2021) stated AI VAs as “the systems, algorithms, and programs that show intelligence and move voice beyond basic speech recognition and synthesis to promote more natural user/device exchanges”. AI VAs offer several benefits to consumers such as interactions (Guzman, 2019), ease of use (Hoy, 2018), convenience (Alepis and Patsakis, 2017; Kautish et al , 2021b), service efficiency (Glas et al , 2017), multitasking (Shah et al , 2023), personalization (Huang and Rust, 2020), engagement (Marinova et al , 2017), intelligence (Sundar et al , 2017). Several authors have studied the application of AI VAs in the online shopping context.…”

Section: Literature Reviewmentioning

confidence: 99%

Linking technology readiness and customer engagement: an AI-enabled voice assistants investigation

Shah,

Kautish,

Walia

2023

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Purpose This paper aims to establish and empirically investigate a research model examining the effect of four dimensions of the technology readiness index – optimism, innovativeness, discomfort and insecurity – on customer engagement that further influences purchase intention in the context of online shopping through artificial intelligence voice assistants (AI VAs). Design/methodology/approach Data were collected in India from 429 customers in a self-administered online survey. Data analysis uses the structural equation modelling technique. Findings Technology readiness dimensions, e.g. optimism, innovativeness, discomfort and insecurity, are critical factors driving customer engagement. Customer engagement further results in purchase intention in online shopping through AI VAs. Research limitations/implications This study adds to the literature by understanding how customers’ technology readiness levels drive engagement and purchase intention. However, this study includes customer engagement as a unidimensional construct. Further research can consist of customer engagement as a multidimensional construct. Practical implications The findings offer guidelines for e-retailers to enhance customer engagement that matches their personality traits, thereby strengthening their purchase intention through AI VAs. Originality/value The research contributes to the literature by empirically investigating a research model, revealing optimism, innovativeness, discomfort and insecurity as crucial parameters for customer engagement and purchase intention.

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Influence of robots service quality on customers' acceptance in restaurants

Cited by 36 publications

References 71 publications

Turning Lemons into Lemonade: Social Support as a Moderator of the Relationship Between Technostress and Quality of Life Among University Students

Turning Lemons into Lemonade: Social Support as a Moderator of the Relationship Between Technostress and Quality of Life Among University Students

Exploring cognitive reflection for decision-making in robots: Insights and implications

Linking technology readiness and customer engagement: an AI-enabled voice assistants investigation

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