Providing Positive Individuating Information to Reduce Stereotype-Based Negativity in Service Encounters

With the increasingly diverse workforce in the hospitality and tourism industry, it is imperative to identify strategies to reduce biases in the workplace. Across two studies, we examined the utility of providing individual-level positive individuating information as a strategy to combat customers’...

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Veröffentlicht in:	Cornell hospitality quarterly 2023-08, Vol.64 (3), p.307-321
Hauptverfasser:	Smith, Nicholas A., Martinez, Larry, Xu, Shi (Tracy), Waterbury, Christopher J.
Format:	Artikel
Sprache:	eng
Schlagworte:	Customer services Hospitality industry Older workers Stereotypes
Online-Zugang:	Volltext
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