Show simple item record

dc.contributor.authorR. McColl-Kennedy, Janeten_US
dc.contributor.authorS. Daus, Catherineen_US
dc.contributor.authorSparks, Beverleyen_US
dc.contributor.editorRoland Rusten_US
dc.date.accessioned2017-04-24T09:01:37Z
dc.date.available2017-04-24T09:01:37Z
dc.date.issued2003en_US
dc.date.modified2007-04-02T05:16:37Z
dc.identifier.issn10946705en_US
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.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherSage Publications, Inc.en_US
dc.publisher.placeUnited Statesen_US
dc.publisher.urihttp://jsr.sagepub.com/cgi/content/abstract/6/1/66en_AU
dc.relation.ispartofpagefrom66en_US
dc.relation.ispartofpageto82en_US
dc.relation.ispartofedition2003en_US
dc.relation.ispartofissue1en_US
dc.relation.ispartofjournalJournal of Service Researchen_US
dc.relation.ispartofvolume6en_US
dc.subject.fieldofresearchcode350204en_US
dc.titleThe Role of Gender in Reactions to Service Failure and Recoveryen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.rights.copyrightCopyright 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/en_AU
gro.date.issued2003
gro.hasfulltextNo Full Text


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