Who trusts whom? The case of immigrant service professionals

Tali Seger-Guttmann and Karin Amit

The Service Industries Journal, 2024, vol. 44, issue 1-2, 1-21

Abstract: This study examined the effect of ethnicity on trust relations in day-to-day service encounters with various minority groups. Service encounters were explored in a 2×2 scenario-based, between-subject experimental design. Jewish-Israeli and Arab-Israeli respondents (N = 526) were assigned to four scenarios comprising two customer conditions (national majority/national minority) and two immigrant service professionals’ ethnic origin (Ethiopia/Former Soviet Union). We tested six hypotheses using triple-interaction models. Participants’ general sense of threat from immigrants diminished their trust of immigrant service professionals, a relationship significantly moderated by the immigrants’ ethnic origin. The current study contributes a novel perspective by using threat and support as they relate to immigrants in a service-related context, simulating routine service encounters. The findings expand our understanding of how multicultural relationships impact transactions in the real world of service encounters.

Date: 2024
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DOI: 10.1080/02642069.2021.1978986

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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