A Tale of Two Frontlines: Critically Assessing the Dynamics of Interracial Service Encounters-Reference-Cited by-同舟云学术

A Tale of Two Frontlines: Critically Assessing the Dynamics of Interracial Service Encounters

Published:2024-09-10 Issue: Volume: Page:
ISSN:1059-1478
Container-title:Production and Operations Management
language:en
Short-container-title:Production and Operations Management

Author:

Thornton LaDonna M¹^ORCID,Jones Angela L²,Ekpo Akon E³^ORCID,Kent Pettis⁴^ORCID,Story W Keith⁵

Affiliation:

1. Department of Supply Chain Management, Raymond J. Harbert College of Business, Auburn University, Auburn, AL, USA

2. Department of Information Systems & Supply Chain Management, Howard University, Washington, DC, USA

3. Department of Marketing, Quinlan School of Business, Loyola University Chicago - Water Tower Campus, Chicago, IL, USA

4. Department of Information Systems and Supply Chain Management, Quinlan School of Business, Loyola University Chicago - Water Tower Campus, Chicago, IL, USA

5. Department of Marketing, Quantitative Analysis, and Business Law, College of Business, Mississippi State University, Mississippi State, MS, USA

Abstract

Minority frontline workers are often required to engage in interracial service encounters, which often involve additional complexities due to the subtle biases and stereotypes held by customers. Improving service delivery in interracial service encounters requires understanding the experiences of minority frontline workers. We begin by explaining the challenges faced by minority frontline workers and then offer an analytical framework that will allow operations management research to better account for these experiences. Next, we discuss opportunities for operations management researchers to explore how interracial service encounters impact employees, service operations, and service supply chains.

Publisher

SAGE Publications

Link

https://journals.sagepub.com/doi/pdf/10.1177/10591478241276136

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