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Minority service providers serving majority group customers: The relations between power attribution, empathy and emotional labor

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  • Seger-Guttmann, Tali
  • Amit, Karin

Abstract

This study examines the service relationships between minority service providers and their majority-group customers, focusing on power attribution, empathy, and emotional labor strategies. An online survey tapped the perceptions of service providers belonging to two different ethnic and national minorities (N = 511; of the sample, 301 respondents were FSU immigrants (59%), and 210 were members of the Arab minority (41%). Age ranged from 18 to 65 (Mage = 37); the total sample included 63% females. All service providers were from the “Service Shop†sector).

Suggested Citation

  • Seger-Guttmann, Tali & Amit, Karin, 2024. "Minority service providers serving majority group customers: The relations between power attribution, empathy and emotional labor," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
    • Handle: RePEc:eee:joreco:v:80:y:2024:i:c:s0969698924002017
    DOI: 10.1016/j.jretconser.2024.103905
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    References listed on IDEAS

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    1. Taya Cohen, 2010. "Moral Emotions and Unethical Bargaining: The Differential Effects of Empathy and Perspective Taking in Deterring Deceitful Negotiation," Journal of Business Ethics, Springer, vol. 94(4), pages 569-579, July.
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    4. Levent Altinay & Eser Altinay, 2008. "Marketing strategies of ethnic minority businesses in the UK," The Service Industries Journal, Taylor & Francis Journals, vol. 28(8), pages 1183-1197, October.
    5. Seger-Guttmann, Tali, 2019. "Customers' irrational beliefs: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 54-66.
    6. Allison L. Hopkins & James W. Jawitz & Christopher McCarty & Alex Goldman & Nandita B. Basu, 2013. "Disparities in publication patterns by gender, race and ethnicity based on a survey of a random sample of authors," Scientometrics, Springer;Akadémiai Kiadó, vol. 96(2), pages 515-534, August.
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