The Interplay of Gender and Affective Tone in Service Encounter Satisfaction

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Affective Service Display and Customer Mood (2005, methodology): “The first item was adapted from a satisfaction measure used by Mattila, Grandey, and Fisk (2003): “As a customer, how pleased would you be if you were served by the employee in the video?””
From bad to worse (2012, background): “Moreover, Mattila, Grandey, and Fisk (2003) found that interpersonal failures of frontline staff occurring during hotel check-ins result in as much dissatisfaction as procedural service failures (i.e., inaccurate or inefficient service delivery).”
Dimensions Driving Business Student Satisfaction in Higher Education. (2015, background): “Males have been found to be outcome-focussed in valuing efficiency more than personal interaction during a typical service interaction compared to females (Mattila et al., 2003).”
Do Chinese cultural values affect customer satisfaction/loyalty? (2008, background): “More specifically, gender has been included as a moderating factor in the service encounter environment (e.g. McColl-Kennedy et al., 2003; Mattila et al., 2003).”
Revisiting the smiling service worker and customer satisfaction (2008, background): “Moreover, our satisfaction measure taps into transaction-specific satisfaction or service encounter satisfaction (Barger and Grandey, 2003; Mattila et al., 2003), rather than Revisiting the smiling service worker”