Developing a formative scale to measure consumers’ trust toward interaction with artificially intelligent (AI) social robots in service delivery

This study develops and validates a scale of Social Service Robot Interaction Trust (SSRIT) that measures consumers’ trust toward interaction with AI social robots in service delivery. Through a systematic literature review, semi-structured interviews, a focus group study, and rigorous quantitative studies, this study conceptualizes the interaction-based trust and proposes a third-order reflective-formative scale, which suggests that trust in...