Discrimination in Services: How Service Recovery Efforts Change with Customer Accent

Volume: 180, Issue: 1, Pages: 355 - 372
Published: Jun 30, 2021
Abstract
Discrimination represents an important moral problem in the field of business ethics, and is often directed against minority groups. While most of the extant literature studies discrimination against employees, this paper studies discrimination against minority customers, addressing whether customers speaking English with an accent are discriminated against when contacting companies with a complaint. We draw upon the two literature streams of...
Paper Details
Title
Discrimination in Services: How Service Recovery Efforts Change with Customer Accent
Published Date
Jun 30, 2021
Volume
180
Issue
1
Pages
355 - 372
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