What Men and Women Really Want: Differences in Gender-Based Evaluations of Service Recovery Efforts. Issue 1 (2nd January 2016)

• Record Type: Journal Article
• Authors: Ding, May-Ching; Ho, Ching Wei; Lii, Yuan-Shuh
• Is Part Of: Journal of Asia-Pacific business. Volume 17:Issue 1(2016)
• Page Start: 59
• Page End: 80
• Publication Date: 2016-01-02
• Subjects: Gender -- perceived justice -- satisfaction -- service recovery -- trust; Industrial management -- Asia -- Periodicals; Industrial management -- Pacific Area -- Periodicals; Business -- Periodicals; Asia -- Commerce -- Periodicals; Pacific Area -- Commerce -- Periodicals; 330.95
• DOI: 10.1080/10599231.2016.1129264
• Languages: English
• ISSNs: 1059-9231

Abstract

ABSTRACT: This article presents a model of the effects of perceived justice dimensions (distributive, procedural, and interactional) on consumer attitude (satisfaction and trust) and behavioral intention (extra-role behaviors and repurchase intention). Additionally, gender is considered as a moderating variable in the proposed model. A survey was carried out among undergraduate students in a large university in Taiwan. Findings indicate that perceived justice influences satisfaction and trust, which then mediates customer extra-role behaviors and repurchase intention. Concerning the moderator, gender, men and women pay attention to distributive justice differently.