Gender differences in consumer evaluations of service quality: self-service kiosks in retail

Hyun-Joo Lee, Ann Fairhurst and Hyeon Jeong Cho

The Service Industries Journal, 2013, vol. 33, issue 2, 248-265

Abstract: This study investigates the effect of consumer characteristics on service quality for self-service kiosks, which, in turn, leads to the actual use of self-service kiosks. In addition, the authors attempt to explore gender differences in two aspects. First, it is investigated if the evaluation process of service quality differs by gender. Second, the moderating effect of gender on the relationships in the conceptual model is examined.

Date: 2013
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Citations: View citations in EconPapers (8)

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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:33:y:2013:i:2:p:248-265

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DOI: 10.1080/02642069.2011.614346

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