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Title: Does opposite-gender pairing of consumers and service employees mitigate the negatives in service failure contexts?
Authors: Lyndem, Preeti Krishnan 
Thomas, Tabitha 
Keywords: Marketing management;Consumer behaviour;Emotions;Gender equality
Issue Date: 2015
Publisher: The Association for Consumer Research
Abstract: Consumers in stressful service contexts, including service failures, report lower (higher) magnitudes of negative (positive) emotions and more favorable attitudes toward the service employee, service experience, and the brand when paired with opposite-gender service employees. Consumers’ gender-based expertise bias and perceived treatment meted out by employees are examined as moderators.
Description: Advances in Consumer Research, Volume 43
Appears in Collections:2010-2019

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