Racial Discrimination Against Service Employees: The Influence of Managers and Employees’ Responses

IF 3.4 4区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM
Bongki Woo, Kawon Kim
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Abstract

This study investigates how managers’ and targeted Asian employees’ responses to customer-perpetrated racial discrimination affect the observing customers’ perceptions and behavioral intention. Using two experimental designs, Study 1 examines the effect of managers’ responses (i.e., avoidance, employee support, and customer support), and Study 2 tests targeted employees’ responses (avoidance, confrontation, and venting) to racial discrimination on observing customer’s revisit intention. In addition, this study examines the moderating role of the severity of racial discrimination. Across two studies, this research provides evidence that observing customers tend to rate managers as fair when they support the targeted employees. Also, observing customers rate the targeted employees as competent when they professionally confront the customers which led to a higher level of revisit intention. This study expands the hospitality literature by focusing on racial discrimination against Asian American and offers practical guidance on how managers and employees should respond to racial discrimination.
对服务业员工的种族歧视:管理者的影响和员工的反应
本研究调查了管理者和目标亚裔员工对客户实施的种族歧视的反应如何影响观察客户的看法和行为意向。通过两种实验设计,研究 1 检验了管理者的应对措施(即回避、员工支持和客户支持)对顾客再次光顾意向的影响,研究 2 检验了目标员工对种族歧视的应对措施(回避、对抗和发泄)对顾客再次光顾意向的影响。此外,本研究还探讨了种族歧视严重程度的调节作用。在两项研究中,本研究提供的证据表明,当管理者支持目标员工时,被观察的顾客倾向于认为管理者是公平的。此外,当目标员工以专业的方式面对顾客时,顾客会认为他们是称职的,这也导致了顾客更高的再次光顾意愿。本研究通过关注针对亚裔美国人的种族歧视,扩展了酒店业的文献,并为管理者和员工如何应对种族歧视提供了实用指导。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
8.50
自引率
2.90%
发文量
17
期刊介绍: Cornell Hospitality Quarterly (CQ) publishes research in all business disciplines that contribute to management practice in the hospitality and tourism industries. Like the hospitality industry itself, the editorial content of CQ is broad, including topics in strategic management, consumer behavior, marketing, financial management, real-estate, accounting, operations management, planning and design, human resources management, applied economics, information technology, international development, communications, travel and tourism, and more general management. The audience is academics, hospitality managers, developers, consultants, investors, and students.
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