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1	Gender-Based Differences in Customer Perceptions of Frontline Employee Performance: A Banking Study in New Zealand Yavas, Ugar, Babakus, Emin, Ashill, Nicholas J. 19 March 2007 (has links) This study investigates which aspect of a service (core or relational) is more instrumental in inducing higher customer satisfaction and more positive behavioral outcomes among male and female bank customers. A large-scale survey of the customers of a national bank in New Zealand serves as the study setting. Results are presented and their implications to induce greater customer satisfaction and favorable outcomes are discussed. Avenues for future research are offered. banking behavioral intentions core and relational service gender New Zealand survey Management and Marketing