Abstract:
Automating services using robots is accelerating in contemporary
organizations. However, without creative human integration such
technologies cannot be effectively augmented. Thus, this research attempts
to answer how robotic service quality impacts customer satisfaction while
considering the mediating role of employee creativity. A structured
questionnaire was designed using validated scales to administer among the
SAP implemented manufacturing and services organizations in Sri Lanka.
210 valid responses were received. Both measurement models and
structural models were analyzed using the partial least squares structural
equation modelling technique. The relationship between robotic service
quality and customer satisfaction was found significantly positive while
employee creativity was mediated partially between robotic service quality
and customer satisfaction. This research is one-of-a-kind research
conducted on robotic service quality in the Sri Lankan context, where service
automation using robots is emerging. Thus, research aids academics and
practitioners to improve customer satisfaction while empowering employee
creativity. Further, this research enlightens policymakers to design a
technology disruption strategy which encourages organizations using
robotic services widely to improve customer satisfaction while addressing
the knowledge gaps in applying robotics services by facilitating training and
development opportunities.
