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He Said, She Said: Gender Bias and Customer Satisfaction With Phone‐Based Service Encounters
16 references·1 citing·40 second hop
He Said, She Said: Gender Bias and Customer Satisfaction With Phone‐Based Service Encounters (2004)He Said, She Said: Gender Bias and Custom…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Handbook of Interpersonal Communication (2008)Handbook of Interpersonal Com…Principles of service marketing and management (1999)Principles of service marketi…Beyond bureaucracy? Work organization in call centres (1998)Beyond bureaucracy? Work orga…Still a Man’s World (1995)Still a Man’s WorldEMPLOYEE ATTITUDES AND CUSTOMER SATISFACTION: MAKING THEORETICAL AND EMPIRICAL CONNECTIONS (1995)EMPLOYEE ATTITUDES AND CUSTOM…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Gender Differences in the Impact of Core and Relational Aspects of Services on the Evaluation of Service Encounters (1993)Gender Differences in the Imp…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …SERVING HAMBURGERS AND SELLING INSURANCE: (1991)SERVING HAMBURGERS AND SELLIN…Service encounters and service relationships: Implications for research (1990)Service encounters and servic…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…The Social Psychology of Procedural Justice (1988)The Social Psychology of Proc…The Services challenge : integrating for competitive advantage (1987)The Services challenge : inte…Doing Gender (1987)Doing GenderPerformance rating. (1980)Performance rating.Shifting practices and emerging patterns: Telephone service encounters in Shanghai (2012)Shifting practices and emergi…Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)The antecedents and consequences of trust in online-purchase decisions (2002)A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents (2007)Forty-five years of Journal of Business Research: A bibliometric analysis (2019)Atmospherics as a Marketing Tool (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)Understanding Customer Experience Throughout the Customer Journey (2016)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Nebraska Symposium on Motivation: 1955 (1957)Compulsory Heterosexuality and Lesbian Existence (1980)The Managed Heart: Commercialization of Human Feeling (1984)HIERARCHIES, JOBS, BODIES: (1990)Constructions of masculinity and their influence on men's well-being: a theory of gender and health (2000)Men, masculinity, and the contexts of help seeking. (2003)Managing Service Organizations: Does Having a “Thing” Make a Difference? (2002)Information Sources for Travel Decisions: Toward a Source Process Model (2004)Web reviews influence on expectations and purchasing intentions of hotel potential customers (2013)Conceptualizing Employee Silence and Employee Voice as Multidimensional Constructs* (2003)Managing Impressions Online: Self-Presentation Processes in the Online Dating Environment (2006)Word of mouth communication within online communities: Conceptualizing the online social network (2007)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)A Relational Model of Authority in Groups (1992)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)CONSEQUENCES OF ABUSIVE SUPERVISION. (2000)A test of leadership categorization theory: Internal structure, information processing, and leadership perceptions (1984)PERSONALITY MEASURES AS PREDICTORS OF JOB PERFORMANCE: A META‐ANALYTIC REVIEW (1991)Emotional Intelligence, Cognitive Intelligence, and Job Performance (2006)
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References

  • 1987Doing Gender8,939 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1988The Social Psychology of Procedural Justice6,583 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 2008Handbook of Interpersonal Communication1,778 cited
  • 1990Service encounters and service relationships: Implications for research930 cited
  • 1980Performance rating.876 cited
  • 1999Principles of service marketing and management687 cited
  • 1995Still a Man’s World421 cited
  • 1995EMPLOYEE ATTITUDES AND CUSTOMER SATISFACTION: MAKING THEORETICAL AND EMPIRICAL CONNECTIONS354 cited
  • 1991SERVING HAMBURGERS AND SELLING INSURANCE:349 cited
  • 1998Beyond bureaucracy? Work organization in call centres331 cited
  • 1993Gender Differences in the Impact of Core and Relational Aspects of Services on the Evaluation of Service Encounters324 cited
  • 1987

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The Services challenge : integrating for competitive advantage
309 cited

Cited by

  • 2012Shifting practices and emerging patterns: Telephone service encounters in Shanghai21 cited