Racial Discrimination in Customer Service: a Field Experiment

A national field experiment involving 6,000 hotels investigated discrimination in customer service. We emailed hotels from one of twelve fictitious email accounts (varying race, gender, and education) asking for local restaurant recommendations. Hotel representatives’ email responses revealed racial discrimination along three dimensions of service quality: responsiveness, helpfulness, and rapport.



Citation:

Alexandra Feldberg and Tami Kim (2020) ,"Racial Discrimination in Customer Service: a Field Experiment", in NA - Advances in Consumer Research Volume 48, eds. Jennifer Argo, Tina M. Lowrey, and Hope Jensen Schau, Duluth, MN : Association for Consumer Research, Pages: 1170-1174.

Authors

Alexandra Feldberg, Harvard Business School, USA
Tami Kim, University of Virginia, USA



Volume

NA - Advances in Consumer Research Volume 48 | 2020



Share Proceeding

Featured papers

See More

Featured

Perspectives on “What Can We Trust? Perceptions of, and Responses to, Fake Information” and the Changing Values of Information

Kristen Lane, University of Arizona, USA
Merrie Brucks, University of Arizona, USA

Read More

Featured

The Secrecy Effect: Secret Consumption Polarizes Product Evaluations

Maria A Rodas, University of Minnesota, USA
Deborah Roedder John, University of Minnesota, USA

Read More

Featured

Teaching Consumer Resistance in Jamaica: Subvertising in Action

Michelle Renee Nelson, University of Illinois at Urbana-Champaign, USA
Yanyun (Mia) Wang, University of Illinois at Urbana-Champaign, USA
Kathy Tian, University of Illinois at Urbana-Champaign, USA
Gail Ferguson, University of Illinois at Urbana-Champaign, USA
Rachel Powell, CDC Foundation
Candace Wray, University of West Indies

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.