... retaliation and job outcomes. Furthermore, power distance orientation and gender were investigated as potential moderators between customer and retaliation incivilities. Design/methodology/approach Five hypotheses were examined empirically through structural equation modelling. Overall, 679 (356 males...

...Tae Ho Kim; Yong Jae Ko; Chan Min Park Purpose The purpose of this study is to examine the relationships between spectators’ event quality perceptions and revisit intention in both men's and women's basketball events by focusing on gender influence. Design/methodology/approach The study...

... constitutes good customer service from the viewpoint of frontline service employees and to explore gender differences in particular. Design/methodology/approach The data were collected from 876 frontline employees across a wide range of service industries. An automated text analysis using Leximancer...

... commerce Internet shopping Clothing Gender Customer service management United States of America The internet has become an important medium for the sale of products (Corbitt et al., 2003). About 60 percent of web users make 36 web purchases a year. A majority of web users consider...

... that contact employees are trained to manage their behavior appropriately to match their customers' underlying expectations. Such behavior should have a positive impact on customer satisfaction (Botschen et al., 1999). Complaints Gender Customers Customer satisfaction Vargo...

...Charalambos Spathis; Eugenia Petridou; Niki Glaveli This paper discusses the service quality of Greek banks on the basis of their customers’ perceptions, and analyses how gender differences affect customers’ perceptions of service quality dimensions such as effectiveness and assurance, access...