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Subtle Discrimination in the Service Sector

Published online by Cambridge University Press:  23 March 2017

Amanda A. Yazejian ,
Valerie J. Morganson  and
Andrea M. Cornelius
Amanda A. Yazejian*
Affiliation:
Department of Psychology, The University of West Florida
Valerie J. Morganson
Affiliation:
Department of Psychology, The University of West Florida
Andrea M. Cornelius
Affiliation:
Department of Psychology, The University of West Florida
*
Correspondence concerning this article should be addressed to Amanda A. Yazejian, Department of Psychology, The University of West Florida, 11000 University Parkway, Pensacola, FL 32514. E-mail: [email protected]
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Extract

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.

Type
Commentaries
Information
Industrial and Organizational Psychology , Volume 10 , Issue 1 , March 2017 , pp. 100 - 107
Copyright
Copyright © Society for Industrial and Organizational Psychology 2017 

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