The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters
Abstract
Research in services marketing suggests that services consist of two components: (a) the core service (e.g., the dinner served at a nice restaurant) and (b) the relationship between the service provider and the client (e.g., the friendliness of the waiter). These dimensions are logical analogues to those in the social psychological literature describing leaders effective at task‐oriented behaviors (i.e., those focused on getting the job done) and social‐oriented behaviors (i.e., those leaders focused on maintaining group cohesion). A third literature, on gender differences, consistently describes men as agentic (i.e., goal oriented) and women as communal (socially oriented). A synthesis of the ideas from these literatures suggests hypotheses regarding which factors should be most influential to male and female consumers in determining customer satisfaction with service encounters. The results from three experiments provide support for the hypothesis that women may be generally more sensitive to relational aspects of a service encounter and men to core aspects, though there appear to be several factors moderating these findings which are not easily explained in a simple, unified theory.
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“In the context of our study, this difference with respect to agentic and communal approaches suggests that women often place a heavier emphasis on interpersonal and procedural relationship factors during service encounters than men.”
From Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors (2007) · cites this paper as Iacobucci and Ostrom 1993
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Metadata
- Authors
- Iacobucci, D., & Ostrom, A.
- Affiliations
- Northwestern University (US)
- Corresponding author
- Iacobucci, Dawn
- ORCID
- Iacobucci, Dawn
- Venue
- Journal of Consumer Psychology
- Publisher
- Wiley
- Published
- 1993-01
- Volume
- 2
- Issue
- 3
- Pages
- 257-286
- ISSN
- 1057-7408 (ISSN-L)
- 1532-7663
- OpenAlex
- W2028441304
- Cited by
- 324
- References
- 0
- Citations by year
- 2026: 7 · 2025: 5 · 2024: 9 · 2023: 9 · 2022: 13 · 2021: 10 · 2020: 17 · 2019: 10 · 2018: 13 · 2017: 13 · 2016: 26 · 2015: 15 · 2014: 24 · 2013: 21 · 2012: 16
- FWCI
- 3.96
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Consumer Psychology (publishedVersion)
- Funders
- National Science Foundation
- Northwestern University
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Keywords
- gender differences, service encounters, core services, relational services, customer satisfaction, task orientation, service quality evaluation, moderators
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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