Marketing studies highlight the importance of recognizing different cultures and suggest that
race plays an integral role in the functioning and ideological underpinnings of marketplace …

Purpose Longitudinal studies have shown that consumer satisfaction has increased over the
last 15 years, whereas trust and loyalty have decreased during the same period. This finding …

Since observing customers outnumber focal customers in most service interactions, service
managers aim to engage them despite triggers, such as service incivility. This research …

Given the service sector's inherent dynamism, organizations ultimately rely on their
employees' and managers' knowledge, skills, and capabilities to complete tasks for their …

Organizations are using social media as part of their selection processes. However, little is
known about whether bias or discrimination is problematic when using these sources …

Purpose This paper aims to investigate if perceived cultural distance (PCD) negatively
affects service quality and customer satisfaction through customers' social judgements of the …

This study examines the service relationships between minority service providers and their
majority-group customers, focusing on power attribution, empathy, and emotional labor …

Purpose Focused on multicultural service encounters, this paper aims to argue that the
interplay between customer language preference, employee choice and use of language …

Purpose This study aims to investigate Vietnamese hotel workers' use of national
stereotypes in cross-cultural service encounters. The study extends the existing knowledge …

While extant research on Black consumers is plentiful, very little research is concerned with
Black-owned businesses. Our study examines the impact of shared racial status and a …