The moderating effects of gender roles on service emotional contagion

Miao-Que Lin, Li-Shia Huang and Yi-Fang Chiang

The Service Industries Journal, 2008, vol. 28, issue 6, 755-767

Abstract: This study attempts to examine how service personnel's appearances, attitudes, and behaviours affect customers' emotions and thus their satisfaction and loyalty; it also considers gender roles an important moderator, in that customers with different gender roles may detect and feel differently when they are exposed to personnel's appearances, attitudes, and behaviours. Empirical data were collected from customers in clothing shops in Taiwan. The results suggest that customers with androgynous role more sensitive to the emotional contagion process. Managerial implications and future research directions are also discussed.

Date: 2008
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:28:y:2008:i:6:p:755-767

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DOI: 10.1080/02642060801988852

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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