IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v66y2013i5p651-658.html
   My bibliography  Save this article

Customer perceptions of discrimination in service deliveries: Construction and validation of a measurement instrument

Author

Listed:
  • Klinner, Nicole S.
  • Walsh, Gianfranco

Abstract

This research details the development and validation of a perceived customer discrimination (PCD) scale that measures individual differences in customers' proneness to feeling treated differentially in the marketplace, especially during service interactions. Two studies identify the potential items and validate the PCD dimensions. In Study 1, with a sample of 235 respondents, factor analyses and comprehensive validation procedures reveal three dimensions that represent PCD in service deliveries. In Study 2, using a sample of 199 respondents, the authors confirm the three dimensions. The results suggest the usefulness of the PCD construct for providing advice for both practice and developing theory.

Suggested Citation

  • Klinner, Nicole S. & Walsh, Gianfranco, 2013. "Customer perceptions of discrimination in service deliveries: Construction and validation of a measurement instrument," Journal of Business Research, Elsevier, vol. 66(5), pages 651-658.
    • Handle: RePEc:eee:jbrese:v:66:y:2013:i:5:p:651-658
    DOI: 10.1016/j.jbusres.2012.06.008
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296312001865
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2012.06.008?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. John A. List & Uri Gneezy, 2004. "Are the Disabled Discriminated Against in Product Markets? Evidence from Sportscards to Sportscars," Econometric Society 2004 North American Summer Meetings 651, Econometric Society.
    2. Ayres, Ian & Siegelman, Peter, 1995. "Race and Gender Discrimination in Bargaining for a New Car," American Economic Review, American Economic Association, vol. 85(3), pages 304-321, June.
    3. Fiona Morton & Florian Zettelmeyer & Jorge Silva-Risso, 2003. "Consumer Information and Discrimination: Does the Internet Affect the Pricing of New Cars to Women and Minorities?," Quantitative Marketing and Economics (QME), Springer, vol. 1(1), pages 65-92, March.
    4. Elmslie, Bruce & Sedo, Stanley, 1996. "Discrimination, social psychology, and hysteresis in labor markets," Journal of Economic Psychology, Elsevier, vol. 17(4), pages 465-478, August.
    5. Wallendorf, Melanie & Arnould, Eric J, 1991. ""We Gather Together": Consumption Rituals of Thanksgiving Day," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(1), pages 13-31, June.
    6. Graddy, Kathryn, 1997. "Do Fast-Food Chains Price Discriminate on the Race and Income Characteristics of an Area?," Journal of Business & Economic Statistics, American Statistical Association, vol. 15(4), pages 391-401, October.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Xia, Lan & Kukar-Kinney, Monika, 2014. "For our valued customers only: Examining consumer responses to preferential treatment practices," Journal of Business Research, Elsevier, vol. 67(11), pages 2368-2375.
    2. Griffith, Denni Arli & van Esch, Patrick & Trittenbach, Makayla, 2018. "Investigating the mediating effect of Uber's sexual harassment case on its brand: Does it matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 111-118.
    3. Waseem Ul Hameed & Asifa Jahangir & Ali Junaid Khan & Jawad Iqbal, 2022. "How to Develop Social Equity for Consumers? A Technology-Based Framework," iRASD Journal of Economics, International Research Alliance for Sustainable Development (iRASD), vol. 4(2), pages 173-186, June.
    4. Gutiérrez, Angélica S. & Saint Clair, Julian K., 2018. "Do organizations' diversity signals threaten members of the majority group? The case of employee professional networks," Journal of Business Research, Elsevier, vol. 89(C), pages 110-120.
    5. Farhan Ahmed & DaPeng Liang & Muhammad Ibrahim Abdullah & Muddassar Sarfraz & Zeeshan Saeed, 2022. "The impact of perceived customer discrimination on negative word-of-mouth: the mediating role of customer embarrassment," Future Business Journal, Springer, vol. 8(1), pages 1-11, December.
    6. Alex H. Cohen & Jorge E. Fresneda & Rolph E. Anderson, 2020. "What retailers need to understand about website inaccessibility and disabled consumers: Challenges and opportunities," Journal of Consumer Affairs, Wiley Blackwell, vol. 54(3), pages 854-889, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Caitlin Knowles Myers & Marcus Bellows & Hiba Fakhoury & Douglas Hale & Alexander Hall & Kaitlin Ofman, 2010. "Ladies first? A field study of discrimination in coffee shops," Applied Economics, Taylor & Francis Journals, vol. 42(14), pages 1761-1769.
    2. Priyanga Gunarathne & Huaxia Rui & Abraham Seidmann, 2022. "Racial Bias in Customer Service: Evidence from Twitter," Information Systems Research, INFORMS, vol. 33(1), pages 43-54, March.
    3. Hiroshi Ono & Madeline Zavodny, 2003. "Race, internet usage, and e-commerce," The Review of Black Political Economy, Springer;National Economic Association, vol. 30(3), pages 7-22, December.
    4. O. Cem Ozturk & Cheng He & Pradeep K. Chintagunta, 2024. "Frontiers: Inequalities in Dealers’ Interest Rate Markups? A Gender- and Race-Based Analysis," Marketing Science, INFORMS, vol. 43(1), pages 20-32, January.
    5. Nathan Blascak & Anna Tranfaglia, 2021. "Decomposing Gender Differences in Bankcard Credit Limits," Finance and Economics Discussion Series 2021-072, Board of Governors of the Federal Reserve System (U.S.).
    6. Lu Fang & Henry J. Munneke, 2020. "Gender Equality in Mortgage Lending," Real Estate Economics, American Real Estate and Urban Economics Association, vol. 48(4), pages 957-1003, December.
    7. Owan, Hideo & 都留, 康 & Tsuru, Tsuyoshi & Uehara, Katsuhito, 2012. "Seller-Buyer Ethnic Matches: The Case Of Car Transactions At Two North American Auto Dealerships," Hitotsubashi Journal of Economics, Hitotsubashi University, vol. 53(2), pages 217-236, December.
    8. Castillo, Marco & Petrie, Ragan, 2010. "Discrimination in the lab: Does information trump appearance?," Games and Economic Behavior, Elsevier, vol. 68(1), pages 50-59, January.
    9. Paul Goldsmith‐Pinkham & Kelly Shue, 2023. "The Gender Gap in Housing Returns," Journal of Finance, American Finance Association, vol. 78(2), pages 1097-1145, April.
    10. Susan E. Woodward & Robert E. Hall, 2012. "Diagnosing Consumer Confusion and Sub-optimal Shopping Effort: Theory and Mortgage-Market Evidence," American Economic Review, American Economic Association, vol. 102(7), pages 3249-3276, December.
    11. Stephen L. Ross, 2003. "What Is Known about Testing for Discrimination: Lessons Learned by Comparing across Different Markets," Working papers 2003-21, University of Connecticut, Department of Economics, revised Nov 2003.
    12. Rimple Manchanda & Srikant Manchiraju & Naseem Abidi & Jitendra Kumar Mishra, 2015. "A study of interaction of materialism and money attitude and its impact on car purchase," Management & Marketing, Sciendo, vol. 10(3), pages 245-269, October.
    13. Meghan Busse & Florian Zettelmeyer & Jorge Silva-Risso, 2004. "$1000 Cash Back: Asymmetric Information in Auto Manufaturer Promotions," NBER Working Papers 10887, National Bureau of Economic Research, Inc.
    14. Kray, Laura, 2011. "Gender Bias in Negotiators’ Ethical Decision Making," Institute for Research on Labor and Employment, Working Paper Series qt1639379n, Institute of Industrial Relations, UC Berkeley.
    15. Klein, Nicholas J. & Basu, Rounaq & Smart, Michael J., 2022. "In the driver’s seat: Pathways to automobile ownership for lower-income households in the United States," SocArXiv 7ex6z, Center for Open Science.
    16. Yuxin Chen & Sha Yang & Ying Zhao, 2008. "A Simultaneous Model of Consumer Brand Choice and Negotiated Price," Management Science, INFORMS, vol. 54(3), pages 538-549, March.
    17. Antecol, Heather & Cobb-Clark, Deborah A., 2008. "Racial and ethnic discrimination in local consumer markets: Exploiting the army's procedures for matching personnel to duty locations," Journal of Urban Economics, Elsevier, vol. 64(2), pages 496-509, September.
    18. David P Byrne & Leslie A Martin & Jia Sheen Nah, 2022. "Price Discrimination by Negotiation: a Field Experiment in Retail Electricity [“Redistribution through Markets,”]," The Quarterly Journal of Economics, Oxford University Press, vol. 137(4), pages 2499-2537.
    19. Vandana Ramachandran & Siva Viswanathan & Sanjay Gosain, 2007. "The Impact of Online Information on the Purchase of Certified Used Cars," Working Papers 07-37, NET Institute.
    20. David P Byrne & Leslie A Martin & Jia Sheen Nah, 2023. "Price Discrimination by Negotiation: a Field Experiment in Retail Electricity," Journal of Economic Geography, Oxford University Press, vol. 137(4), pages 2499-2537.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:66:y:2013:i:5:p:651-658. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.