{"id":"https://openalex.org/W2093500124","doi":"https://doi.org/10.1111/j.1559-1816.2004.tb02542.x","title":"He Said, She Said: Gender Bias and Customer Satisfaction With Phone\u2010Based Service Encounters","display_name":"He Said, She Said: Gender Bias and Customer Satisfaction With Phone\u2010Based Service Encounters","publication_year":2004,"publication_date":"2004-01-01","ids":{"openalex":"https://openalex.org/W2093500124","doi":"https://doi.org/10.1111/j.1559-1816.2004.tb02542.x","mag":"2093500124"},"language":"en","primary_location":{"id":"doi:10.1111/j.1559-1816.2004.tb02542.x","doi":"https://doi.org/10.1111/j.1559-1816.2004.tb02542.x","is_oa":false,"landing_page_url":"https://doi.org/10.1111/j.1559-1816.2004.tb02542.x","pdf_url":null,"source":{"id":"https://openalex.org/S161350934","display_name":"Journal of Applied Social Psychology","issn_l":"0021-9029","issn":["0021-9029","1559-1816"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","dongbi-c","erih-plus","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Applied Social Psychology","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5050092283","display_name":"Dan Moshavi","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Dan Moshavi","raw_affiliation_strings":["College of Business Montana Slate University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business Montana Slate University","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5050092283"],"corresponding_institution_ids":[],"apc_list":{"value":3570,"currency":"USD","value_usd":3570},"apc_paid":null,"fwci":0.6806,"has_fulltext":false,"cited_by_count":24,"citation_normalized_percentile":{"value":0.8312803,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"34","issue":"1","first_page":"162","last_page":"176"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8852999806404114,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8852999806404114,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.040800001472234726,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.01720000058412552,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/gender-bias","display_name":"gender bias","score":0.9990000128746033},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9089999794960022},{"id":"https://openalex.org/keywords/customer-service-representatives","display_name":"customer service employees","score":0.7570000290870667},{"id":"https://openalex.org/keywords/gender-stereotypes","display_name":"gender stereotypes","score":0.5040000081062317},{"id":"https://openalex.org/keywords/service-encounters","display_name":"service encounters","score":0.7070000171661377}],"concepts":[{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.6865334510803223},{"id":"https://openalex.org/C2781249084","wikidata":"https://www.wikidata.org/wiki/Q908656","display_name":"Preference","level":2,"score":0.6597105264663696},{"id":"https://openalex.org/C2778707766","wikidata":"https://www.wikidata.org/wiki/Q202064","display_name":"Phone","level":2,"score":0.6565130949020386},{"id":"https://openalex.org/C165064840","wikidata":"https://www.wikidata.org/wiki/Q1321061","display_name":"Matching (statistics)","level":2,"score":0.6296338438987732},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.571122944355011},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5622116923332214},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.5160088539123535},{"id":"https://openalex.org/C2983427547","wikidata":"https://www.wikidata.org/wiki/Q93200","display_name":"Gender bias","level":2,"score":0.4954880475997925},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.443220317363739},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.3734644651412964},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.26798832416534424},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.18670684099197388},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.08273398876190186},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.06637662649154663},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1111/j.1559-1816.2004.tb02542.x","doi":"https://doi.org/10.1111/j.1559-1816.2004.tb02542.x","is_oa":false,"landing_page_url":"https://doi.org/10.1111/j.1559-1816.2004.tb02542.x","pdf_url":null,"source":{"id":"https://openalex.org/S161350934","display_name":"Journal of Applied Social Psychology","issn_l":"0021-9029","issn":["0021-9029","1559-1816"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","dongbi-c","erih-plus","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Applied Social Psychology","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Gender equality","score":0.6025999784469604,"id":"https://metadata.un.org/sdg/5"},{"display_name":"Reduced inequalities","score":0.5,"id":"https://metadata.un.org/sdg/10"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":31,"referenced_works":["https://openalex.org/W88187341","https://openalex.org/W254836325","https://openalex.org/W650173643","https://openalex.org/W1509625714","https://openalex.org/W1513237367","https://openalex.org/W1536583674","https://openalex.org/W1550221706","https://openalex.org/W1574378514","https://openalex.org/W1574655732","https://openalex.org/W1592540780","https://openalex.org/W1963779035","https://openalex.org/W1978466266","https://openalex.org/W1989038472","https://openalex.org/W1992054400","https://openalex.org/W2005839525","https://openalex.org/W2009260120","https://openalex.org/W2014135516","https://openalex.org/W2028441304","https://openalex.org/W2038125955","https://openalex.org/W2043947871","https://openalex.org/W2045731642","https://openalex.org/W2052090535","https://openalex.org/W2066166027","https://openalex.org/W2084026781","https://openalex.org/W2084780184","https://openalex.org/W2091843200","https://openalex.org/W2117154879","https://openalex.org/W2150419495","https://openalex.org/W4229864382","https://openalex.org/W4241246521","https://openalex.org/W4246639936"],"related_works":["https://openalex.org/W3201123009","https://openalex.org/W7098197993","https://openalex.org/W159036754","https://openalex.org/W2566905656","https://openalex.org/W234793973","https://openalex.org/W2147295359","https://openalex.org/W7097750691","https://openalex.org/W2052090535","https://openalex.org/W2073575518","https://openalex.org/W1560406642"],"abstract_inverted_index":{"This":[0],"study":[1],"investigates":[2],"the":[3,62,90,97],"effects":[4],"of":[5,8,14,61,89,96],"2":[6],"types":[7],"gender":[9,64,92],"bias":[10],"on":[11],"customer":[12,37],"evaluation":[13],"phone\u2010based":[15],"service":[16,38],"encounters.":[17],"Specifically,":[18],"a":[19,30,53],"field":[20],"experiment":[21],"was":[22],"designed":[23],"to":[24],"determine":[25],"(a)":[26],"if":[27,50],"customers":[28,51,72,83],"had":[29,52],"stronger":[31],"preference":[32,54],"for":[33,55],"dealing":[34,56],"with":[35,57,76,87,94],"female":[36,79],"representatives":[39],"(CSRs)":[40],"rather":[41],"than":[42,93],"male":[43,77],"CSRs":[44,58,88,95],"(a":[45],"congruency":[46],"bias);":[47],"and":[48,78],"(b)":[49],"who":[59],"were":[60,73,84],"opposite":[63,91],"(an":[65],"opposite\u2010gender":[66],"matching":[67],"bias).":[68],"Results":[69],"indicated":[70],"that":[71,82],"equally":[74],"satisfied":[75,86],"CSRs,":[80],"but":[81],"more":[85],"same":[98],"gender.":[99]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":5},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":4},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}
