The Interplay of Gender and Affective Tone in Service Encounter Satisfaction

Journal of Service Research

Volumn 6, Issue 2, 2003, Pages 136-143

  Mattila, Anna S ^a   Grandey, Alicia A ^a   Fisk, Glenda M ^a  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

affective tone; gender; service failure

Indexed keywords

EID: 84990374141     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670503257043     Document Type: Article

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