What Men and Women Really Want: Differences in Gender-Based Evaluations of Service Recovery Efforts

Ding, May-Ching; Ho, Ching Wei; Lii, Yuan-Shuh

doi:10.1080/10599231.2016.1129264

Cited by 6 publications

(5 citation statements)

References 65 publications

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“…The job security index was calculated on the basis of O' Neill and Sevastos (2013). All these aspects and their impact on the level of trust were studied by Lane (2013), Brock (1998), White (1998), Noddings (2012), Yıldız and Bürüngüz (2013), Thomas et al (2009), Chan (2007), Perry and Mankin (2007), Goold et al (2006), Buta (2016), Brányi and Józsa (2015), Ding May-Ching et al (2016), Okello and Gilson (2015), White (2014), Sora et al (2013), Arnold and Staffelbach (2012). More information on the basics of creating a trust index can be found in the authors' earlier paper (Davydenko et al, 2018).…”

Section: Methodsmentioning

confidence: 99%

Collective trust and stress at work. Evidence from the banking sector

Kaźmierczyk¹

2022

Argumenta Oeconomica

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An increasing collective trust reduces stress at work in many countries, regardless of national characteristics. The goal of this paper was to investigate whether collective trust is related to occupational stress among bank employees, where 2,279 bank employees were surveyed. Exploratory factor analysis was used to build a collective trust index based on: openness, care, appreciation, common values, honesty/fairness, loyalty, dyadic trust (a direct question about trust), and job security. Cronbach’s alpha allowed to evaluate the quality of the obtained index. The regression then pointed to those aspects of collective trust and metric variables which were relevant to the level of occupational stress. The most important factors which correlate with stress at work were job security, common values and affective commitment. The authors managed to create a stress management model based on collective trust and components of the metrics.

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Section: Methodsmentioning

confidence: 99%

Collective trust and stress at work. Evidence from the banking sector

Kaźmierczyk¹

2022

Argumenta Oeconomica

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“…Extant empirical studies have delineated that males give importance to DJ (outcome-oriented) more (McColl-Kennedy et al, 2003;Oakley, 2000), whereas females are more concerned with IJ and PJ (McColl-Kennedy et al, 2003). Similarly, Clark et al (2009), Ding et al (2016) andCambra-Fierro et al (2013) posited that PJ is important for both males and females. This discussion highlights that PRJ is important and has different implications for males and females.…”

Section: The Moderating Role Of Gender Between Perceived Recovery Jus...mentioning

confidence: 99%

“…Ibrahim et al (2018), del Río-Lanza et al (2009) and Kau and Loh (2006) delineated that proper service recovery positively encourages PRJ, which brings about customer satisfaction with the organization and positive behaviour. The importance of gender difference has been highlighted in many studies (Boo et al , 2013; Cambra-Fierro et al , 2013; Clark et al , 2009; Ding et al , 2016). Moreover, the social role theory by Powell (1999) posits that males and females show different attitudes to recovery.…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

“…McColl-Kennedy et al (2003) confirmed that males and females have different connotations and opinions regarding how service recovery should be managed. Ding et al (2016) delineated that females regard service failure more seriously compared with males. For example, male customers appreciate and show contentment with organizational employees’ recovery action in response to their complaints, whereas, on the other hand, females expect to be heard, require an explanation from organizational employees on their complaint and expect adequate compensation (and they are not as appreciative).…”

Section: Introductionmentioning

confidence: 99%

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Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender

Ali

Ting

Isha

et al. 2022

JABS

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Purpose The purpose of this study/paper is first to determine the impact of perceived recovery justice (PRJ) (as a second-order construct) on recovery satisfaction and repurchase intentions; secondly, to investigate the mediating impact of customer affection and recovery satisfaction (on the relationship between PRJ and repurchase intentions and satisfaction and repurchase intentions, respectively); and thirdly, to examine the moderating effect of gender on the relationships between PRJ–recovery satisfaction–repurchase intentions. Design/methodology/approach The authors used a self-administrated survey technique for data collection. Afterwards, partial least square structural equation modelling was used to evaluate the data from 300 respondents (the automotive insurance industry in Punjab, Pakistan). Findings The findings show that PRJ, recovery satisfaction and customer affection positively predict repurchase intentions. PRJ also indirectly predicts repurchase intentions through the mediating effect of recovery satisfaction. Gender has a contingent effect on the PRJ–customer satisfaction–repurchase intentions relationship, such that the effect is higher for females than males. These findings have important theoretical and practical implications. To counter service failure, this study helps to draft effective strategies and policies for the insurance industry to make customers loyal patrons. Practical implications These findings have important theoretical and practical implications. To counter service failure, this study helps to draft effective strategies and policies for the insurance industry to make customers loyal patrons. Originality/value This study also tested a novel relationship, in that the authors used customer affection as a mediating factor between the satisfaction and repurchase intentions relationship. Moreover, the authors also tested the moderating role of gender in PRJ–recovery satisfaction–repurchase intentions associations.

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“…However, they noticed that the nature of the recovery strategy used by a bank strongly affects the degree of consumer satisfaction. Ding et al (2016) suggested that men and women pay attention to distributive justice differently. Females tend to pay more attention on the service delivery process in comparison to the outcome (Boo et al, 2013).…”

Section: Literature Reviewmentioning

confidence: 99%

Determinants of banking consumers’ engagement in post service failure positive word-of-mouth

Harun

Rokonuzzaman

Prybutok

et al. 2019

IJBM

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Purpose The purpose of this paper is to develop and examine a theoretical framework that evaluates the effects of banking consumers’ justice perception on their post-complaint mindsets. It also aims to help business strategists to customize service failure management activities to achieve a competitive advantage. Design/methodology/approach To examine the proposed framework using partial least square structural equation modeling, the authors collected data through a survey. The authors also evaluated the proposed framework through multi-group analysis and importance-performance map analysis (IPMA). Findings Results show that recovery disconfirmation mediates the relationship between banking consumers’ perception of justice and recovery satisfaction. Moreover, after a service failure, brand equity and loyalty mediate the relationship between recovery satisfaction and positive word-of-mouth behavior. IPMA analysis at the construct level shows that fostering the perception of recovery satisfaction is crucial for creating a positive post-failure impression in the mind of the banking consumer. Practical implications For banking practitioners, the findings of this research provide a strategic blueprint for managing service failure by developing relationships with consumers, thus creating an opportunity to gain competitive advantage. Originality/value Anchored in the theoretical framework of justice theory (Adams, 1963), expectation disconfirmation theory (Oliver, 1977) and social exchange theory (Kelley and Thibaut, 1978), the research adds to the literature by providing a critical evaluation of how to influence banking consumers’ post-complaint behavior from a more systematic perspective.

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What Men and Women Really Want: Differences in Gender-Based Evaluations of Service Recovery Efforts

Cited by 6 publications

References 65 publications

Collective trust and stress at work. Evidence from the banking sector

Collective trust and stress at work. Evidence from the banking sector

Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender

Determinants of banking consumers’ engagement in post service failure positive word-of-mouth

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