Consumer Perceptions of GenAI in Service Delivery: Scale Development and Validation

Abstract

The incorporation of Generative Artificial Intelligence (GenAI) technologies into service delivery processes has surfaced as a transformative trend with serious implications for several industries and sectors. In response to the growing need for comprehensive frameworks to examine the impact of AI-driven service delivery systems, we propose the development of a GenAI service delivery scale. Grounded in socio-technical systems theory, the scale aims to measure consumer perceptions of GenAI in service delivery. The development of the scale holds significant implications for researchers, practitioners, and policymakers, providing a standardized measure of consumer perceptions of GenAI in service delivery. Through collaborative efforts and ongoing refinement, the GenAI service delivery scale aims to advance our understanding of consumer perceptions of AI-driven service delivery and contribute to the progress of best practices in the field.

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