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Focusing on the integration of robotics in service quality, this book introduces Robotic Service Quality (RSQ) as a vital metric alongside traditional service quality scales. It emphasizes the significance of robotic performance in physical settings and its direct influence on customer satisfaction. The four dimensions of RSQ—atomization, personalization, precision, and efficiency—highlight key aspects such as automation levels, flexibility in meeting customer needs, timely service, and the accuracy of information provided by robots, offering a comprehensive framework for evaluation.
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Robotic Service Quality, Wageeh Nafei
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- 2021
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