Sıddık Bozkurt, David Gligor, Linda D. Hollebeek and Cameron Sumlin
This article explores how firms' unresponsiveness to Black customer feedback influences Black (vs. White) customers' perceived firm-based discrimination and brand engagement.
Abstract
Purpose
This article explores how firms' unresponsiveness to Black customer feedback influences Black (vs. White) customers' perceived firm-based discrimination and brand engagement.
Design/methodology/approach
Two experimental studies (Study 1(N1) = 254) and Study 1(N2) = 484) are conducted to test the modeled relationships. The data are analyzed using ANOVA, PROCESS Model 4 and PROCESS Model 7.
Findings
The findings suggest that though perceived discrimination remains modest in all conditions, Black (vs. White) respondents report higher perceived discrimination when the firm fails to respond to a Black customer's negative or neutral (but not positive) brand-related feedback on social media. The results also indicate that Black (vs. White) customers exhibit lower engagement through perceived discrimination in the case of the firm's unresponsiveness to a Black customer's negative and neutral (but not positive) brand-related feedback regardless of the manager's race.
Originality/value
Prior research on intercultural service encounters and ethnic differences in consumer engagement on social media are combined to examine the relationship between customer race and perceived discrimination based on the firm's unresponsiveness to customers' social media posts.
Research limitations/implications
Manipulations were created based on a fictitious e-tailer. Thus, it is recommend that future researchers examine the extent to which the findings hold for existing (r)etailers. In addition, future studies using secondary data could provide additional evidence for the findings.
Practical implications
Managerial attention is accentuated among customer feedback responsiveness, engagement and perceived firm discrimination. Managers are encouraged to adopt communication strategies that complement the firm's strategy and social media presence.
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Presents a special issue, enlisting the help of the author’s students and colleagues, focusing on age, sex, colour and disability discrimination in America. Breaks the evidence…
Abstract
Presents a special issue, enlisting the help of the author’s students and colleagues, focusing on age, sex, colour and disability discrimination in America. Breaks the evidence down into manageable chunks, covering: age discrimination in the workplace; discrimination against African‐Americans; sex discrimination in the workplace; same sex sexual harassment; how to investigate and prove disability discrimination; sexual harassment in the military; when the main US job‐discrimination law applies to small companies; how to investigate and prove racial discrimination; developments concerning race discrimination in the workplace; developments concerning the Equal Pay Act; developments concerning discrimination against workers with HIV or AIDS; developments concerning discrimination based on refusal of family care leave; developments concerning discrimination against gay or lesbian employees; developments concerning discrimination based on colour; how to investigate and prove discrimination concerning based on colour; developments concerning the Equal Pay Act; using statistics in employment discrimination cases; race discrimination in the workplace; developments concerning gender discrimination in the workplace; discrimination in Japanese organizations in America; discrimination in the entertainment industry; discrimination in the utility industry; understanding and effectively managing national origin discrimination; how to investigate and prove hiring discrimination based on colour; and, finally, how to investigate sexual harassment in the workplace.
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Purpose – Are members of socially dominant groups aware of the privileges they enjoy? We address this question by applying the notion of hypocognition to social privilege…
Abstract
Purpose – Are members of socially dominant groups aware of the privileges they enjoy? We address this question by applying the notion of hypocognition to social privilege. Hypocognition is defined as lacking a rich cognitive or linguistic representation (i.e., a schema) of a concept in question. By social privilege, we refer to advantages that members of dominant social groups enjoy because of their group membership. We argue that such group members are hypocognitive of the privilege they enjoy. They have little cognitive representation of it. As a consequence, their social advantage is invisible to them.
Approach – We provide a narrative review of recent empirical work demonstrating and explaining this lack of expertise and knowledge in socially dominant groups (e.g., White People, men) about discrimination and disadvantage encountered by other groups (e.g., Black People, Asian Americans, women), relative what members of those other groups know.
Findings – This lack of expertise or knowledge is revealed by classic cognitive psychological measures. Relative to members of other groups, social dominant group members generate fewer examples of discrimination that other groups confront, remember fewer instances after being presented a list of them, and are slower to respond when classifying whether these examples are discriminatory.
Social Implications – These classic measures of cognitive expertise about social privilege predict social attitude differences between social groups, specifically whether people perceive the existence of social privilege as well as believe discrimination still exists in contemporary society. Hypocognition of social privilege also carries implications for informal interventions (e.g., acting “colorblind”) that are popularly discussed.
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Flora Farago, Kay Sanders and Larissa Gaias
This chapter draws on developmental intergroup theory, parental ethnic-racial socialization literature, anti-bias curricula, and prejudice intervention studies to address the…
Abstract
This chapter draws on developmental intergroup theory, parental ethnic-racial socialization literature, anti-bias curricula, and prejudice intervention studies to address the appropriateness of discussing race and racism in early childhood settings. Existing literature about teacher discussions surrounding race and racism is reviewed, best practices are shared, and the need for more research in this area is highlighted. The construct of parental ethnic-racial socialization is mapped onto early childhood anti-bias classroom practices. The chapter also outlines racial ideologies of teachers, specifically anti-bias and colorblind attitudes, and discusses how these ideologies may manifest in classroom practices surrounding race and racism. Colorblind ideology is problematized and dissected to show that colorblind practices may harm children. Young children’s interpretations of race and racism, in light of children’s cognitive developmental level, are discussed. Additionally, findings from racial prejudice intervention studies are applied to teaching. Early literacy practices surrounding race and racism are outlined with practical suggestions for teachers and teacher educators. Moreover, implications of teacher practices surrounding race and racism for children’s development, professional development, and teacher education are discussed.
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Michael Wallace, Bradley R.E. Wright, Christine Zozula, Stacy Missari, Christopher M. Donnelly and Annie Scola Wisnesky
Purpose – In this chapter, we introduce the Internet-based field experiment (IBFE) that offers numerous advantages for bringing stratification processes “back into” the study of…
Abstract
Purpose – In this chapter, we introduce the Internet-based field experiment (IBFE) that offers numerous advantages for bringing stratification processes “back into” the study of religion. We present preliminary results from a study of class and race discrimination using this approach.
Design/Methodology/Approach – Using names of fictitious characters, we sent e-mails to a nationally representative sample of 4,680 U.S. Christian churches asking about possible membership. The e-mails varied only in the perceived race and class of the senders. We utilize a mixed methods approach to analyze variation in the content of the church responses.
Findings – Our early findings suggest significant variation by race/class manipulation, religious denomination, and region of the country in churches’ responses as well as the length of time they took to reply, the length of the response, the warmth, religious tone, and several other dimensions.
Research limitations/Implications – This study raises new opportunities for Internet-based research on religion in a variety of social settings, but there is not yet a well-established set of “do's” and “don’ts” for how to proceed. We advocate the development of a protocol of best practices as this research method develops.
Originality/Value – This study demonstrates the opportunities and pitfalls of the IBFE and the advantages it provides for studies of stratification and religion. Ours is the first study to apply this emerging method to the study of religion and stratification.
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Shelia R. Cotten, Elizabeth L. Davison, Daniel B. Shank and Brian W. Ward
In the first decades of ICT adoption, Whites traditionally had higher levels of Internet access and usage. We examine whether race remains a factor in Internet usage, among a…
Abstract
Purpose
In the first decades of ICT adoption, Whites traditionally had higher levels of Internet access and usage. We examine whether race remains a factor in Internet usage, among a group presumed to be digital natives – middle school students.
Methodology
A survey was administered to a racially/ethnically diverse sample of students in a mid-Atlantic school district including White, Hispanic, African American, and Asian/Pacific Islander. The survey sought to measure time spent engaged in varying Internet activities and related sociodemographic factors.
Findings
The analyses indicate that Whites do not have higher levels of Internet usage, and in many cases racial minority youth are more engaged in Internet activities than Whites. This holds true when accounting for a number of sociodemographic and background factors that are known to affect Internet usage.
Research implications
This chapter adds to the evidence that within the United States the digital divide has become more about the “other dimensions” such as how the Internet is used, rather than merely access or ownership (e.g., first level digital divide issues) at the middle school level.
Originality
This chapter will be beneficial to researchers who study the digital divide and those who seek to understand the myriad uses of computers among youth. It will also be beneficial for those who seek to integrate computer interventions in schools. This study includes one of the most diverse samples of middle school students in the United States. The results suggest that there are multiple dimensions to the digital divide and that patterns of use are changing among middle school youth.
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Eddy S. Ng, Greg J. Sears and Muge Bakkaloglu
Building on the notion of “White fragility,” this study aims to explore how Whites react and cope with perceived discrimination at work. Specifically, the authors explore whether…
Abstract
Purpose
Building on the notion of “White fragility,” this study aims to explore how Whites react and cope with perceived discrimination at work. Specifically, the authors explore whether: (1) Whites react more negatively than minorities when they perceive discrimination at work and (2) Whites are more likely than minorities to restore the status quo by leaving the situation when they perceive discrimination at work.
Design/methodology/approach
Data for this study were obtained from the Professional Worker Career Experience Survey. In total, 527 working professionals from multiple organizations across the central USA participated in the survey.
Findings
The authors find evidence that Whites experience more negative psychological effects (i.e. lower job satisfaction and higher work stress) from perceived discrimination than minority employees and are more likely to act to restore conditions of privilege by leaving their current job and employer. The stronger negative effects of perceived discrimination for Whites (vs minorities) were restricted to work outcomes (job satisfaction, work stress, turnover intentions from one's employer) and were not evident with respect to perceptions of overall well-being (i.e. life satisfaction), suggesting that White fragility may play a particularly influential role in work settings, wherein racial stress may be more readily activated.
Originality/value
Consistent with the notion of White fragility, the study’s results demonstrate that the deleterious impact of perceived discrimination on employee work outcomes may, in some cases, be stronger for White than minority employees.
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Theresa Hilliard and Presha E. Neidermeyer
Changing workplace demographics reflect a rising number of women in the traditionally male-dominated field of business. The purpose of this study is to investigate how upwardly…
Abstract
Purpose
Changing workplace demographics reflect a rising number of women in the traditionally male-dominated field of business. The purpose of this study is to investigate how upwardly mobile women may impact the commission and type of white-collar crime, contributing to the scarce literature on gender distinctions in criminal behavior while comparing criminal trends globally. Women’s increased representation in positions of power in business provides them with increased fraud opportunities prompting the authors to ask: in their areas of opportunity, do women and men commit the same types of white-collar crime and at the same rates, and how does this phenomena vary globally?
Design/methodology/approach
Using a database from the Institute for Fraud Prevention, 5,441 fraud cases are examined from 93 nations for the annual periods from 2002 until 2011. Ordinal logistic regression methods are used to test for differences in gendered criminal behavior by fraud offense type controlling for age, position, education, compensation level and country context.
Findings
Internationally, results from the study indicate that female fraudsters are three times more likely than male fraudsters to commission crimes of asset misappropriation in the workplace. Upon further investigation, stratifying the data by geographical region, findings from the study demonstrate that female fraudsters are more likely than male fraudsters to commit asset misappropriation in the following geographical regions: Africa (three times as likely), Asia (twice as likely), Canada (three times as likely), China (five times as likely), Europe (twice as likely), the Middle East (four times as likely), Oceania (four times as likely), the United Kingdom (eight times as likely) and the United States of America (twice as likely).
Originality/value
Evidence from this study should be of importance to multinational enterprises, auditors and fraud examiners, as asset misappropriation constitutes 87 per cent of all fraud cases globally. Further, these findings prompt the need for researchers to develop this area of research.
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We have on many occasions drawn attention to the all too prevalent fallacy of judging the nutritive and dietetic value of foods solely by their chemical composition without regard…
Abstract
We have on many occasions drawn attention to the all too prevalent fallacy of judging the nutritive and dietetic value of foods solely by their chemical composition without regard to the digestibility of the foods, and to the more or less prevalent idiosyncrasies of the public in connection with such foods. In an excellent article in The Times, Sir Wyndham Dunstan observes that “it has to be remembered that, however desirable the constituents of a given material may seem, in order to be of real value that material must be digestible— capable of assimilation within the body. In this matter of digestion people differ greatly and there must be latitude in the choice of food. While consumption in quantity of uncooked green and other vegetables is widely advocated, many are unable easily to digest some vegetables unless cooked, and not always then except in very moderate amount. Many other factors have to be taken into account in planning a common dietary. There are different tastes and preferences. The appeal a particular food makes to the individual and the appetite it stimulates are important points. The psychological factor plays a significant part and must be met by providing as wide a selection of palatable food as possible. These are a few truisms often overlooked.” With regard to the kind of bread we should eat and ought to be made to eat in war‐time, the writer observes that “there is unanimity in regarding a wholemeal bread (not always the same thing as “brown” bread) as that which should be generally eaten and readily procured. This is not at present the rule. Should it be made so? The constituents of wholemeal bread supply not only nourishment for the body but protection against ill‐health. Some of the more valuable constituents are absent from the white bread, so long the staple of this country, because they have been removed in the conversion of the wheat into white flour, which is now often further whitened and further deteriorated by a chemical bleaching agent. White bread is therefore a sophisticated and inferior food to which we have grown so accustomed that its use has become an ingrained habit. The obvious course in the circumstances, especially in war‐time, would be to compel the use of wholemeal bread and prohibit white bread. But, though such a course would be for the good of the nation, a sudden change of the kind, however beneficial, is bound to be inconvenient, if not distasteful, to many who are attached to white bread, and particularly to those who do not, or cannot, understand the need for change. There are people who say they can digest white bread more easily than “brown.” Thus it happens that the Ministry of Food, advised by numerous experts and confronted with numerous objectors, is apparently in favour of the evasive alternative of restoring artificially to white bread one at least of the valuable constituents it has lost in manufacture without impairing its whiteness. At first it was intended to do this by adding to white flour suitable quantities of two chemically prepared substances, one a vitamin and the other a calcium compound. Recently the synthetic vitamin only has been indicated as the proposed addition. This seems a clumsy and unnecessary concession to sentiment, involving considerable expenditure. It has been widely critised and regarded as “faking” bread. An eminent physician, Sir Ernest Graham Little, while condemning the proposal on general grounds, also questions its efficacy. Why first remove a natural constituent of wheat in making flour and then afterwards, at a cost, add to the flour this constituent artificially manufactured: He presents a convincing case for the use of wholemeal bread. With regard to the argument that some people dislike wholemeal bread and find it less easy to digest, it may be doubted whether many of them have eaten true wholemeal. “Brown” breads, including bread made with coarse ground wheat or bran and also several varieties of “brown” bread sold under largely advertised names, are almost everywhere procurable at higher prices than white bread. Fine wholemeal bread as well as flour is less easy to find. Large numbers of people eat very little bread, and it is therefore of small importance to them whether it is wholemeal or white. They consume far less than the three‐quarters of a pound a day included in Sir William Bragg's basal diet and make up for it with other foods which they can afford to buy. A really nutritious bread chiefly concerns the poorer classes, who eat much more bread than those better off. For the poor the substitution of wholemeal bread for white is a matter of far‐reaching importance. It has been stated that in many places wholemeal is dearer than white, but inquiries in the trade suggest that this is not as it should be, apart from “fancy” brown breads. As has been pointed out, the Ministry of Food, confronted with alternatives, apparently favour the introduction of “faked” white bread rather than the adoption of wholemeal. There is, however, a medium course. In this country we have come to recognise the “inevitability of gradualness,” and the medium course would meet present needs and might lead to the voluntary adoption of all that is desired.— It has been found that the admixture with fine ground wholemeal flour of about 10 per cent. of white flour makes a light coloured, very palatable, and digestible bread of good texture. Its nutritive value is very little less than that of full wholemeal bread; in fact a rather larger proportion of white flour would be permissible. The mixed flour is quite satisfactory for rolls, scones and cakes.” If an admixture of the kind suggested would overcome the prejudice against wholemeal bread and render it palatable to those people who dislike the ordinary wholemeal bread, there would seem to be a very strong case for adopting such a suggestion rather than first to remove a natural constituent of wheat and subsequently, at a cost, artificially add to the flour the constituent which has been removed in the manufacture of the flour.
Hyounae (Kelly) Min and Jeff Joireman
The purpose of this study is to examine how customer race (Black vs White) influences the extent to which customers attribute an ambiguous service failure (i.e. subtle degradation…
Abstract
Purpose
The purpose of this study is to examine how customer race (Black vs White) influences the extent to which customers attribute an ambiguous service failure (i.e. subtle degradation of service) to discrimination and how perceived discrimination relates to customer anger and on-site coping behaviors (vindictive complaining, problem-solving complaining and avoidance). This study further investigated how customer race affects the strength of relationships among perceived discrimination, anger and these three coping behaviors.
Design/methodology/approach
This study used a video-based simulation in which participants watched a subtle service failure from the customer’s viewpoint before completing a survey. A total of 421 participants – 210 Blacks and 211 Whites – were recruited through Qualtrics. Multigroup structural equation modeling (SEM) analysis was used to test hypotheses.
Findings
Compared with White customers, Black customers were more likely to attribute a service failure to discrimination and exhibited a stronger relationship between perceived discrimination and anger. In addition, increasing anger in White customers tended to lead to more active coping strategies (i.e. vindictive complaining, problem-solving complaining). For Black customers, increasing anger tended to lead to vindictive complaining at a similar level to White customers. However, the impact of anger on problem-solving complaining – known to be a more beneficial coping strategy – was stronger among White customers than among Black customers.
Practical implications
This study advances hospitality practitioners’ understanding of how customers respond on-site to a service failure that can be interpreted as discrimination. The varying effects of race on customer-coping behavior are also identified. In addition, this study offers practical advice to develop organizational strategies to dissuade customers from attributing service failure to discrimination and to respond effectively to customer-coping behaviors.
Originality/value
Complementing and extending past research documenting the prevalence and causes of racial discrimination in service settings, the present study advances prior work by developing and testing a comprehensive structural model linking race with coping responses via perceived discrimination and anger, and by exploring how race affects the strength of relationships among perceived discrimination, anger and coping strategies.