 Analysis of the moderating role of the gender variable in service recovery processesJesús Cambra-Fierro, Juan M. Berbel-Pineda, Ruiz-BenÃtez, RocÃo and Vázquez-Carrasco, Rosario Journal of Retailing and Consumer Services, 2013, vol. 20, issue 4, 408-418 Abstract: In this study, the authors focus on service recovery processes and identify a set of key factors that drive satisfaction with the recovery process, which ultimately leads to customer loyalty. In addition, the authors investigate the role of gender as a potential moderating variable in the recovery process. Using a sample of 202 customers who had experienced a problem with their provider, filed a complaint and received a response from the company, the authors empirically test the proposed framework in the mobile phone market. The findings reveal that men tend to be more demanding when dealing with service providers and less loyal, while women tend to exhibit a more fully-developed sense of justice and greater attitudinal and behavioral loyalty. These results provide valuable insights for the consumer services industry: Companies can use gender information to manage complaints in order to restore customer satisfaction and increase customer loyalty more efficiently. Keywords: Service recovery; Customer satisfaction; Loyalty; Gender; Mobile phone market (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:20:y:2013:i:4:p:408-418 DOI: 10.1016/j.jretconser.2012.11.008 Access Statistics for this article Journal of Retailing and Consumer Services is currently edited by Harry Timmermans More articles in Journal of Retailing and Consumer Services from Elsevier |
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