An Examination of Whether and How Racial and Gender Biases Influence Customer Satisfaction

Hekman, David R.; Aquino, Karl; Owens, Bradley P.; Mitchell, Terence R.; Schilpzand, Pauline; Leavitt, Keith

doi:10.5465/amj.2010.49388763

Cited by 126 publications

(121 citation statements)

References 92 publications

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“…Though previous scholars have described the organizational implications of implicit race and gender biases (Chugh, 2004;Hekman, Aquino, Owens, Mitchell, Schilpzand, & Leavitt, 2010) and used Implicit Association Test (IAT) methodology to test implicit assumptions about the moral nature of business (Reynolds, Leavitt, & Decelles, 2010), this study represents the first contribution employing implicit association to examine employee well-being. We also provide theoretical rationale to explain why implicit job attitudes may be effective predictors of job performance, above and beyond explicit measures of job satisfaction.…”

Section: Implicit Attitudes and Ocbsmentioning

confidence: 99%

Asking about well‐being gets you half an answer: Intra‐individual processes of implicit and explicit job attitudes

2011

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SummaryJob attitudes, as indicators of well-being, vary within individuals across cognitive processes and not just time.Research on employee well-being has relied primarily on self-reported measures of explicit job and life attitudes. Our work takes a different perspective on this issue by examining the role of implicit attitudes regarding one's organization, coworkers, and supervisor as indicators of well-being. Implicit attitudes are automatic, introspectively inaccessible, and predict behavior in socially sensitive contexts in which selfreport measures may be impaired by impression management. The results of a field study demonstrate that implicit and explicit job attitudes reflect relatively independent intra-individual processes. Additionally, this study demonstrates that job performance and citizenship behaviors are best predicted by a combination of implicit and explicit job attitudes, and that a dissociation between implicit and explicit attitudes impacts organizational identification. We conclude with a discussion of how capturing implicit cognition in the workplace can better describe and subsequently help improve employee well-being.

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Section: Implicit Attitudes and Ocbsmentioning

confidence: 99%

Asking about well‐being gets you half an answer: Intra‐individual processes of implicit and explicit job attitudes

2011

Self Cite

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“…Third, the clear pattern of the three‐way interaction effect has methodological implications for conducting research with such a focus. Scholars agree that three‐way interactions are interesting and informative, but at the same time difficult to duplicate in different studies and hard to justify theoretically (e.g., Hekman et al ., ). Herein, we integrated different literature to argue for the three‐way interactive effects.…”

Section: Discussionmentioning

confidence: 99%

Understanding psychological contract breach due to labour costs reduction: Contingent upon employee sex and managerial control

Wei

Zhang

et al. 2014

J Occupat & Organ Psyc

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Integrating the perspectives of psychological contract and sex differences, this study examines how organizational decision to reduce labour costs influences employees' perceived psychological contract breach and their commitment to their organizations. Using two experiments, we found three-way interaction effects among the decision to reduce labour costs, employee sex, and the managerial control over the decision. The decision of labour costs reduction leads to stronger feelings of psychological contract breach for females when the decision is in low than in high levels of managerial control, but the same decision leads to stronger psychological contract breach for males when the decision is in high than in low levels of managerial control. Furthermore, the indirect effect of labour costs reduction on employees' organizational commitment through psychological contract breach is also contingent upon the interaction between employee sex and managerial control. Our findings expand the literature of psychological contract and shed light on timely practical issues of management's decisions regarding labour costs reduction. Practitioner pointsLabour costs reductions in economic downturns lead to different responses from employees, and managers are advised to plan their actions bearing in mind such differences. Management in crisis or difficulties calls for more delicate considerations of employees' psychological feelings towards the organization. Nuanced empirical evidence informs us about the different needs and responses of a diverse group of employees and how their responses contradict.

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“…however, research in the service sector suggests that employers' preferences for workers with "the embodied middle-class cultural capital" (Warhurst & Nickson, 2007b, p. 789) desired to perform aesthetic labor in the service encounter has gendered, class-based, and racial implications that may impact on an individual's ability to compete within an increasingly competitive labor market and may contribute to implicit discrimination in the recruitment and selection processes (hekman et al, 2010;Pettinger, 2005).…”

Section: Discussionmentioning

confidence: 99%

The “Right” Person for the Job: Exploring the Aesthetics Of Labor Within the Events Industry

Dashper

2013

Event Management

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The events industry is an underresearched section of the service sector and can be usefully understood as a "customer-orientated bureaucracy" (Korczynski, 2002). The dual, and often contradictory, logics of customer orientation and bureaucratization coexist and place heavy demands on employees. The concept of aesthetic labor, first conceived by Warhurst, Nickson, Witz, and Cullen (2000), has been usefully applied to recruitment processes in other parts of the service sector, notably hospitality and retail, in order to understand better the complex and embodied demands required of employees in contemporary service organizations. This article presents an exploratory study into the recruitment process in the events industry in the UK. Through an analysis of online event management job advertisements, the implicit embodied attributes required of successful candidates are explored, and the underlying gendered and class-based assumptions of these corporeal dispositions are considered.

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An Examination of Whether and How Racial and Gender Biases Influence Customer Satisfaction

Abstract: Content may NOT be copied, e-mailed, shared or otherwise transmitted without written permission. This non-copyedited article version was obtained from the Academy of Management InPress website and is intended for personal or individual use.

Cited by 126 publications

References 92 publications

Asking about well‐being gets you half an answer: Intra‐individual processes of implicit and explicit job attitudes

Asking about well‐being gets you half an answer: Intra‐individual processes of implicit and explicit job attitudes

Understanding psychological contract breach due to labour costs reduction: Contingent upon employee sex and managerial control

The “Right” Person for the Job: Exploring the Aesthetics Of Labor Within the Events Industry

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