Gill, Tripat; Kim, Hae Joo; Ranaweera, Chatura - In: Journal of Service Theory and Practice 27 (2017) 3, pp. 520-546
Purpose The purpose of this paper is to investigate the expectations and evaluations of services provided by members of an ethnic minority using the lens of ethnic stereotypes. The authors also examine how ethnic service providers (ESPs) are evaluated by customers from the majority group vs the...