The Interplay of Gender and Affective Tone in Service Encounter Satisfaction
研究探讨在短暂日常服务接触中，男女顾客对员工积极和消极情绪表现的不同反应，发现女性对消极情绪更不满，而男性在服务失败时受消极情绪双重打击。
Does a smiling employee make a difference? Do men and women evaluate emotional cues differently in a commercial service setting? Previous work suggests that positive affective displays influence customer responses to service encounters, yet the impact of gender on these evaluations remains unclear. The main objective of this study was to examine whether men and women respond differently to positive and negative affective displays in brief, mundane service encounters. Consistent with North American gender stereotypes and process focus, women in this study were less satisfied than men with negative emotional displays during an otherwise smooth service exchange. Conversely, in process failure situations, negative affective displays had a double whammy impact on men participants’ satisfaction ratings. The implications of these findings to service managers are briefly discussed.