Relationship strength between a customer and service worker: does gender dyad matter?

Bove, Liliana L. and Smith, David A. (2006) Relationship strength between a customer and service worker: does gender dyad matter?. Services Marketing Quarterly, 27 3: 17-34. doi:10.1300/J396v27n03_02


Author Bove, Liliana L.
Smith, David A.
Title Relationship strength between a customer and service worker: does gender dyad matter?
Journal name Services Marketing Quarterly   Check publisher's open access policy
ISSN 1533-2969
1533-2977
Publication date 2006
Sub-type Article (original research)
DOI 10.1300/J396v27n03_02
Open Access Status Not Open Access
Volume 27
Issue 3
Start page 17
End page 34
Total pages 18
Place of publication Philadelphia, PA, United States
Publisher Routledge
Language eng
Abstract The role of gender dyad in the prediction of a customer's perceived strength of relationship with an individual service worker was investigated. Relationship strength was defined as a customer's perceived extent, degree or magnitude of relationship with a service worker and was operationalised as the level of the customer's trust and commitment towards the service worker. Existing theories suggest that the same gender dyads lead to greater relationship strength than cross-gender dyads. This study, which measured female client perceptions of the strength of their relationship with their nominated service provider, found that gender of the service individual did not significantly impact the client's perceived relationship strength. Differences observed in relationship strength between the gender dyad groups was found to be driven by the differing ages of the relationship, suggesting that relationship age is a significant antecedent to relationship strength.
Keyword Commitment
Gender dyad
Relationship age
Relationship strength
Service worker
Trust
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status Non-UQ
Additional Notes Published online: 9 Oct 2008

Document type: Journal Article
Sub-type: Article (original research)
Collection: UQ Business School Publications
 
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Created: Mon, 01 Feb 2016, 15:20:25 EST by Karen Morgan on behalf of UQ Business School