The role of gender in reactions to service failure and recovery

McColl-Kennedy, J. R., Daus, C. S. and Sparks, B. A. (2003) The role of gender in reactions to service failure and recovery. Journal of Service Research, 6 1: 66-82. doi:10.1177/1094670503254286

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Author McColl-Kennedy, J. R.
Daus, C. S.
Sparks, B. A.
Title The role of gender in reactions to service failure and recovery
Journal name Journal of Service Research   Check publisher's open access policy
ISSN 1094-6705
Publication date 2003
Sub-type Article (original research)
DOI 10.1177/1094670503254286
Volume 6
Issue 1
Start page 66
End page 82
Total pages 17
Editor R. T. Rust
Place of publication London
Publisher Sage Publications
Collection year 2003
Subject C1
350100 Accounting, Auditing and Accountability
720100 Macroeconomic Issues
1403 Econometrics
Abstract Male 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.
Keyword Gender
Sevice failures
Service recovery
Q-Index Code C1

Document type: Journal Article
Sub-type: Article (original research)
Collections: Excellence in Research Australia (ERA) - Collection
2004 Higher Education Research Data Collection
UQ Business School Publications
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Created: Tue, 14 Aug 2007, 19:12:01 EST