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dc.contributor.authorFoster, Carley
dc.contributor.authorResnick, Sheilagh
dc.date.accessioned2016-11-09T12:52:22Z
dc.date.accessioned2016-11-22T16:38:01Z
dc.date.available2016-11-22T16:38:01Z
dc.date.issued2011en
dc.identifier.citationFOSTER, C. and RESNICK, S., 2011. The role of age and gender in the retail service encounter. In: 16th Conference of the European Association for Education and Research in Commercial Distribution, University of Palma, Palma de Mallorca, Spain, June 2011.en
dc.identifier.urihttp://hdl.handle.net/10545/620736
dc.identifier.urihttp://hdl.handle.net/10545/620977
dc.description.abstractResearch typically explores the service encounter in relation to the soft and hard skills of front line staff, yet has neglected the role the visible diversity of sales staff have on the interactions between the service deliverer and receiver. This paper therefore attempts to address this gap in knowledge by reporting on how the age and gender of customer facing staff can influence customer evaluations of the retail service encounter in a health and beauty retailer. An analysis of qualitative interviews with forty customers and twenty store staff propose that customers attempt to 'match' and 'mirror' the age and gender of sales staff with their expectations of who should deliver good retail service during the retail service encounter.
dc.relation.urlhttp://irep.ntu.ac.uk/20031/en
dc.titleThe role of age and gender in the retail service encounteren
dc.typeMeetings and Proceedingsen
dc.contributor.departmentNottingham Trent Universityen
dc.conference.dateJun-11en
dc.conference.name16th Conference of the European Association for Education and Research in Commercial Distributionen
dc.conference.locationUniversity of Palma, Palma de Mallorca, Spainen
html.description.abstractResearch typically explores the service encounter in relation to the soft and hard skills of front line staff, yet has neglected the role the visible diversity of sales staff have on the interactions between the service deliverer and receiver. This paper therefore attempts to address this gap in knowledge by reporting on how the age and gender of customer facing staff can influence customer evaluations of the retail service encounter in a health and beauty retailer. An analysis of qualitative interviews with forty customers and twenty store staff propose that customers attempt to 'match' and 'mirror' the age and gender of sales staff with their expectations of who should deliver good retail service during the retail service encounter.


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