Unlocking Customer (Dis)satisfaction in Robotic Service: An Exploratory Study

The effective implementation of robotic service (r-service) hinges on addressing consumer perceptions and experiences. Despite the growing significance of this topic, the existing literature remains dispersed and insufficient in providing comprehensive insights into the intricacies of customer satisfaction and dissatisfaction within the context of r-service. This study seeks to bridge the gap by presenting the results of an exploratory study that delves into the determinants of customer satisfaction and dissatisfaction with r-service through qualitative analysis of multifaceted customer-robot interactions. Our findings reveal the multidimensional drivers of customer satisfaction/dissatisfaction with r-services, including r-service quality, robot attributes, and customer emotional responses. This study endeavors to offer valuable preliminary insights that not only contribute to the academic discourse but also inform the practical deployment of service robots across diverse sectors.