Providing positive individuating information to reduce stereotype-based negativity in service encounters
Year of publication: |
2023
|
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Authors: | Smith, Nicholas A. ; Martinez, Larry ; Xu, Shi ; Waterbury, Christopher J. |
Published in: |
The Cornell hospitality quarterly. - Thousand Oaks, Calif. : Sage, ISSN 1938-9663, ZDB-ID 2381244-8. - Vol. 64.2023, 3, p. 307-321
|
Subject: | age | Asian | bias | discrimination | experiments | individuating information | service encounter | stereotypes | Experiment | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction |
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