The relative effects of content and vocal delivery during a simulated employment interview

Mino, Mary

doi:10.1080/08824099609362090

Cited by 2 publications

(2 citation statements)

References 33 publications

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“…Similarly, the structure of servers' verbal delivery of hospitable cues (e.g., pitch and volume variation) (cf. Mino 1996) or even the posture of their heads (tilted vs. upright) (Otta et al 1994) might systemically vary by customers' race in ways not assessed in this study that could produce perceived differences in sincerity/ authenticity. Researchers advancing this line of inquiry should also be sensitive to potential interracial differences in the motivations underlying subtle forms of discriminatory behaviors among black and white servers.…”

Section: Discussionmentioning

confidence: 91%

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Consumer Racial Profiling in U.S. Restaurants: Exploring Subtle Forms of Service Discrimination against Black Diners

2014

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In this article we advance scholarship on consumer racial profiling (CRP), in general, and the practice as it occurs in restaurant establishments, in particular, by presenting findings from a survey of restaurant consumers that was designed to ascertain the degree to which discriminate service is evident in black and white customers' perceptions and evaluations of their servers' behaviors. We found no evidence of interracial differences in subjects' perceptions of being the recipients of subtle server behaviors that are discretionally conveyed (e.g., recommend entrée, compliment food choice, joke with, etc.) or those that constitute standard markers of service quality (e.g., eye contact, smiling, expressing appreciation, etc.). We did, however, find some evidence of CRP in customers' perceptions of their servers' attentiveness/promptness. Additionally, we found that African Americans tend to subjectively appraise their servers' performance less favorably than their white counterparts and this is the case even when other indicators of service discrimination are held constant. Findings taken as a whole suggest that servers' extend similar cues of hospitality but do so in qualitatively different ways (e.g., less sincere) across racial groups. We discuss the implications of these findings and conclude by encouraging additional scholarship on the subtle nature of racial discrimination in consumer settings.

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Section: Discussionmentioning

confidence: 91%

“…Similarly, the structure of servers' verbal delivery of hospitable cues (e.g., pitch and volume variation) (cf. Mino ) or even the posture of their heads (tilted vs. upright) (Otta et al. ) might systemically vary by customers' race in ways not assessed in this study that could produce perceived differences in sincerity/authenticity.…”

Section: Discussionmentioning

confidence: 91%