The role of gender in reactions to service failure and recovery

Male and female consumers place different emphasis on elements of the service recovery process. Perceptions were influenced by gender of the service provider and by a match of customer and service provider gender. The study, an experimental design with 712 respondents, found that when service providers, irrespective of gender, display concern and give customers voice and a sizable compensation, both men and women reported more positive attitudes compared with when this was not so. Combinations of high voice with high outcome and high voice with high concern were especially important in positively influencing perceptions of effort, regardless of gender. However, the authors also found that there were significant differences between male and female respondents regarding their perceptions of how service recovery should be handled. Women want their views heard during service recovery attempts and to be allowed to provide input. Men, in contrast, do not view voice as important.

Aus fernen Welten. Vier Gesänge für eine mittlere Singstimme mit Begleitung des Orchesters

Sibley Music Library lacks no. 2.

Gitanjali : song-offerings /

For voice and piano.

Kolumbine = Columbine : [für mittlere Stimme] /

For medium voice and piano.

Water-colors : four Chinese tone poems /

For medium voice and piano.

Gitanjali. [music] : (song-offerings) /

For voice and piano.

Le couvre-feu : ballade /

"No. 169."

Zwei Gesänge, für eine Baritonstimme und Klavier. Op. 1

Mode of access: Internet.

Anton Rubinstein's vocal album ...

Medium voice.

Marietta's song : from the opera The dead city = Mariettas Lied zur Laute /

For medium voice and piano; German and English words.

Silent noon /

For medium voice and piano (key of E♭).

Le musiche di Sigismondo D'India, nobile' palermitano : da cantar solo nel clavicordo, chitarone, arpa doppia et altri istromenti simili.

Songs for 1-2 voices and continuo (figured bass)

The Roman girl's song /

For voice and piano.

Ich sah den Wald sich Färben : für eine Alt- oder Baritonstimme mit Begleitung des Pianoforte : Op. 2 /

First line: Ich sah den Wald sich Färben, die Luft war grau und stumm.

The auld house : a Scotch ballad from M.S.S. Lays of Strathearne /

First line: Oh the auld house, the auld house.