Rise of the machines: examining the influence of professional service robots attributes on consumers’ experience

Abstract

Purpose This study aims to explore the antecedents of perceived value and the moderating effect of trust and the relationship between these antecedents and perceived value in the context of the service sector. Design/methodology/approach The multivariate statistical analysis technique of structural equation modeling was used to test the proposed theoretical model. Findings The results indicate that self-efficacy, motivation, social influence, facilitating conditions and emotions have a significant and direct relationship with customers’ perceived value and that trust can enhance the effect of these antecedents on perceived value. These findings have several significant implications for service robot implementation within the service sector. Originality/value With the advancement in artificial intelligence and sensor technology, various industries have launched the practice of deploying intelligent robots to build competitive advantages. The use of intelligent robots to assist with the customer service process and improve consumers’ experience within the service sector is becoming more commonplace.