Abstract
This research attempts to determine if a customer's visible physical characteristics influence retail service delivery. The results of this study suggest that black and male customers wait significantly longer than white and female customers at retail customer service counters. In addition, females are more likely to experience a positive transaction outcome than males.
Original language | American English |
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Journal | Default journal |
State | Published - Jan 1 2000 |
Keywords
- Race
- Gender
- Retail
- Service
- Discrimination
Disciplines
- Business
- Marketing