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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\u2019 desire, as well as the underlying values for these expectations. Results show that the professor\u2019s 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.<\/p>","DOI":"10.4018\/ijtem.2012070101","type":"journal-article","created":{"date-parts":[[2013,2,5]],"date-time":"2013-02-05T22:27:04Z","timestamp":1360103224000},"page":"1-19","source":"Crossref","is-referenced-by-count":0,"title":["Service Recovery Encounters in the Classroom"],"prefix":"10.4018","volume":"2","author":[{"given":"Sneha","family":"Chandra","sequence":"first","affiliation":[{"name":"The University of Manchester, UK"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Thorsten","family":"Gruber","sequence":"additional","affiliation":[{"name":"The University of Manchester, UK"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Anthony","family":"Lowrie","sequence":"additional","affiliation":[{"name":"Minnesota State University, USA"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"2432","reference":[{"key":"ijtem.2012070101-0","doi-asserted-by":"publisher","DOI":"10.1111\/j.1467-6486.1996.tb00801.x"},{"key":"ijtem.2012070101-1","doi-asserted-by":"publisher","DOI":"10.1108\/09684880810886259"},{"key":"ijtem.2012070101-2","doi-asserted-by":"publisher","DOI":"10.1037\/h0036215"},{"key":"ijtem.2012070101-3","doi-asserted-by":"publisher","DOI":"10.2307\/1252174"},{"key":"ijtem.2012070101-4","doi-asserted-by":"publisher","DOI":"10.2307\/3172510"},{"key":"ijtem.2012070101-5","doi-asserted-by":"publisher","DOI":"10.1111\/j.1540-4560.1972.tb00018.x"},{"key":"ijtem.2012070101-6","doi-asserted-by":"publisher","DOI":"10.1037\/h0031947"},{"key":"ijtem.2012070101-7","doi-asserted-by":"publisher","DOI":"10.1002\/mar.10021"},{"key":"ijtem.2012070101-8","doi-asserted-by":"publisher","DOI":"10.1016\/0167-8116(95)00021-S"},{"key":"ijtem.2012070101-9","doi-asserted-by":"publisher","DOI":"10.1080\/13538320701272698"},{"key":"ijtem.2012070101-10","unstructured":"Corbyn, Z. 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