Catherine Prentice

Griffith University, University of Southern Queensland

Papers

Total Citations

104

H-Index

About

Catherine Prentice is a leading scholar in service quality, technology adoption, and consumer behavior, with a particular focus on the intersection of artificial intelligence and hospitality. Her most-cited work, "Robotic service quality – Scale development and validation" (2021, 95 citations), provides a foundational framework for measuring service quality in robotic contexts, addressing a critical gap as automation reshapes customer experiences. This contribution has become a key reference for researchers and practitioners aiming to understand how robots influence service delivery and satisfaction. Prentice also explores generational differences in technology acceptance, as seen in her study on smart hotels (2025, 6 citations), which examines how digital natives (Gen Z) and digital immigrants (silver tourists) perceive usefulness, ease of use, and personalization. Her work "Demystify Artificial Intelligence" (2023, 3 citations) further clarifies AI’s role in modern service environments. With a cumulative impact spanning service quality, technology adoption, and age-related consumer behavior, Prentice’s research offers actionable insights for designing inclusive, AI-driven services. Her scale development for robotic service quality remains a cornerstone for future studies, solidifying her influence in hospitality and service management.