Subtle Discrimination in the Service Sector

Amanda A. Yazejian, Valerie J. Morganson and Andrea M. Cornelius

Industrial and Organizational Psychology, 2017, vol. 10, issue 1, 100-107

Abstract: A hotel concierge notices that her White female coworker earns higher tips from guests and wonders whether this disparity is attributable to race. A financial service specialist working at a bank considers whether his age is the reason why customers in need of consultation approach his younger coworkers more often. As these examples indicate, Jones, Arena, Nittrouer, Alonso, and Lindsey's (2017) multidimensional framework extends to customer service contexts. In the sections that follow, we contextualize and extend many of Jones et al.’s arguments to the customer service industry, providing implications for both research and practice.

Date: 2017
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.cambridge.org/core/product/identifier/ ... type/journal_article link to article abstract page (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:cup:inorps:v:10:y:2017:i:01:p:100-107_00

Access Statistics for this article

More articles in Industrial and Organizational Psychology from Cambridge University Press Cambridge University Press, UPH, Shaftesbury Road, Cambridge CB2 8BS UK.
Bibliographic data for series maintained by Kirk Stebbing ().