Show simple item record

dc.contributor.authorMcColl-Kennedy, Janet R.
dc.contributor.authorDaus, Catherine S.
dc.contributor.authorSparks, Beverley
dc.contributor.editorRoland Rust
dc.date.accessioned2017-05-03T12:03:45Z
dc.date.available2017-05-03T12:03:45Z
dc.date.issued2003
dc.date.modified2007-04-02T05:16:37Z
dc.identifier.issn10946705
dc.identifier.urihttp://hdl.handle.net/10072/6436
dc.description.abstractMale and female consumers place different emphasis on elements of the service recovery process. Perceptions were influenced by gender of the service provider and by a match of customer and service provider gender. The study, an experimental design with 712 respondents, found that when service providers, irrespective of gender, display concern and give customers voice and a sizable compensation, both men and women reported more positive attitudes compared with when this was not so. Combinations of high voice with high outcome and high voice with high concern were especially important in positively influencing perceptions of effort, regardless of gender. However, the authors also found that there were significant differences between male and female respondents regarding their perceptions of how service recovery should be handled. Women want their views heard during service recovery attempts and to be allowed to provide input. Men, in contrast, do not view voice as important.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherSage Publications, Inc.
dc.publisher.placeUnited States
dc.publisher.urihttp://jsr.sagepub.com/cgi/content/abstract/6/1/66
dc.relation.ispartofpagefrom66
dc.relation.ispartofpageto82
dc.relation.ispartofedition2003
dc.relation.ispartofissue1
dc.relation.ispartofjournalJournal of Service Research
dc.relation.ispartofvolume6
dc.subject.fieldofresearchCommercial services
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchcode3504
dc.subject.fieldofresearchcode3506
dc.titleThe Role of Gender in Reactions to Service Failure and Recovery
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.rights.copyright© 2003 Sage Publications. Reproduced in accordance with the copyright policy of the publisher. First published in Journal of Service Research. This journal is available online: http://jsr.sagepub.com/content/vol6/issue1/
gro.date.issued2003
gro.hasfulltextNo Full Text
gro.griffith.authorSparks, Beverley A.


Files in this item

FilesSizeFormatView

There are no files associated with this item.

This item appears in the following Collection(s)

  • Journal articles
    Contains articles published by Griffith authors in scholarly journals.

Show simple item record