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

• 成果类型: Article
• 署名作者: Thornton, LaDonna M.; Jones, Angela L.; Ekpo, Akon E.; Kent, Pettis; Story, W. Keith
• 署名单位: Auburn University System; Auburn University; Howard University; Loyola University Chicago; Loyola University Chicago; Mississippi State University
• 刊物名称: PRODUCTION AND OPERATIONS MANAGEMENT
• ISSN/ISSBN: 1059-1478
• DOI: 10.1177/10591478241276136
• 发表日期: 2025
• 页码: 401-411
• 关键词: diversity; Frontline; Interracial Service Encounters; High-Contact Services; Service Supply Chains

摘要

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.