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Title: Service recovery encounters in the classroom: exploring the attributes of professors desired by male and female students
Authors: Chandra, Sneha
Gruber, Thorsten
Lowrie, Anthony
Keywords: Service recovery
Higher education
Gender differences
Laddering
Means-end approach
Issue Date: 2012
Publisher: © IGI Global
Citation: CHANDRA, S., GRUBER, T. and LOWRIE, A., 2012. Service recovery encounters in the classroom: exploring the attributes of professors desired by male and female students. International Journal of Technology and Educational Marketing (IJTEM), 2, pp. 1 - 19, doi: 10.4018/ijtem.2012070101
Abstract: This paper explores the nature of service recovery encounters, particularly the qualities and behaviours that male and female students expect from professors in personal service recovery encounters. For this purpose, 40 semi-standardized laddering interviews were conducted (with 20 male and 20 female respondents) in order to gain a deeper understanding of student expectations and the values that drive these expectations. The analysis and findings enrich the existing limited stock of knowledge on desired attributes of professors in service recovery encounters in higher education by developing a deeper understanding of the attributes of professors that dissatisfied female and male students’ desire, as well as the underlying values for these expectations. Results show that the professor’s active listening skills, expertise, friendliness, concern for students, and being empathetic were important to both male and female students. However, gender differences are important in a service-recovery encounter in a classroom, which suggests differential treatment. While men place more importance on a quick problem solution, women seem to prefer a more communal approach.
Description: Closed access. This article was published in the International Journal of Technology and Educational Marketing [© IGI Global] and the definitive version is available at: http://dx.doi.org/10.4018/ijtem.2012070101
Version: Accepted for publication
DOI: 10.4018/ijtem.2012070101
URI: https://dspace.lboro.ac.uk/2134/11911
Publisher Link: http://www.igi-global.com/article/service-recovery-encounters-classroom/69181
ISSN: 2155-5605
Appears in Collections:Closed Access (Business School)

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