Title
Gender-Based Differences in Customer Perceptions of Frontline Employee Performance: A Banking Study in New Zealand
Document Type
Article
Publication Date
3-19-2007
Description
This study investigates which aspect of a service (core or relational) is more instrumental in inducing higher customer satisfaction and more positive behavioral outcomes among male and female bank customers. A large-scale survey of the customers of a national bank in New Zealand serves as the study setting. Results are presented and their implications to induce greater customer satisfaction and favorable outcomes are discussed. Avenues for future research are offered.
Citation Information
Yavas, Ugar; Babakus, Emin; and Ashill, Nicholas J.. 2007. Gender-Based Differences in Customer Perceptions of Frontline Employee Performance: A Banking Study in New Zealand. Services Marketing Quarterly. Vol.28(3). 117-129. https://doi.org/10.1300/J396v28n03_07 ISSN: 1533-2969