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Subtle Discrimination in the Service Sector
Published online by Cambridge University Press: 23 March 2017
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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.
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- Copyright © Society for Industrial and Organizational Psychology 2017
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