Minority service providers serving majority group customers: The relations between power attribution, empathy and emotional labor

Tali Seger-Guttmann and Karin Amit

Journal of Retailing and Consumer Services, 2024, vol. 80, issue C

Abstract: This study examines the service relationships between minority service providers and their majority-group customers, focusing on power attribution, empathy, and emotional labor strategies. An online survey tapped the perceptions of service providers belonging to two different ethnic and national minorities (N = 511; of the sample, 301 respondents were FSU immigrants (59%), and 210 were members of the Arab minority (41%). Age ranged from 18 to 65 (Mage = 37); the total sample included 63% females. All service providers were from the “Service Shop†sector).

Keywords: Majority-group customers; Minority-group service providers; Power attribution; Empathy; Emotional labor; Immigrants; Ethnic-minority (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:80:y:2024:i:c:s0969698924002017

DOI: 10.1016/j.jretconser.2024.103905

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