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Service Recovery Encounters in the Classroom: Exploring the Attributes of Professors Desired by Male and Female Students

Service Recovery Encounters in the Classroom: Exploring the Attributes of Professors Desired by Male and Female Students

Sneha Chandra, Thorsten Gruber, Anthony Lowrie
Copyright: © 2013 |Pages: 21
ISBN13: 9781466640146|ISBN10: 1466640146|EISBN13: 9781466640153
DOI: 10.4018/978-1-4666-4014-6.ch016
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MLA

Chandra, Sneha, et al. "Service Recovery Encounters in the Classroom: Exploring the Attributes of Professors Desired by Male and Female Students." Marketing Strategies for Higher Education Institutions: Technological Considerations and Practices, edited by Purnendu Tripathi and Siran Mukerji, IGI Global, 2013, pp. 219-239. https://doi.org/10.4018/978-1-4666-4014-6.ch016

APA

Chandra, S., Gruber, T., & Lowrie, A. (2013). Service Recovery Encounters in the Classroom: Exploring the Attributes of Professors Desired by Male and Female Students. In P. Tripathi & S. Mukerji (Eds.), Marketing Strategies for Higher Education Institutions: Technological Considerations and Practices (pp. 219-239). IGI Global. https://doi.org/10.4018/978-1-4666-4014-6.ch016

Chicago

Chandra, Sneha, Thorsten Gruber, and Anthony Lowrie. "Service Recovery Encounters in the Classroom: Exploring the Attributes of Professors Desired by Male and Female Students." In Marketing Strategies for Higher Education Institutions: Technological Considerations and Practices, edited by Purnendu Tripathi and Siran Mukerji, 219-239. Hershey, PA: IGI Global, 2013. https://doi.org/10.4018/978-1-4666-4014-6.ch016

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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.

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