Skip to main content

Disadvantaged consumers' experiences of marketplace discrimination in customer services

Buy Article:

$51.63 plus tax (Refund Policy)

Abstract:

Marketplace discrimination, which involves a differential treatment of customers in the marketplace based on perceived group-level traits, is common in service encounters. In the past, research has focused on discrimination experienced by members of ethnic minorities, however, not much is known about marketplace discrimination attributed to age, gender, physical ability and sexual orientation. The aim of this research is to develop a conceptual model that links perceived marketplace discrimination to individual-level and firm-level determinants as well as to customer outcomes. Drawing on Social Identification Theory, the antecedents-perceived discrimination link is examined. Based on a review of the literature, specific research propositions are developed. By applying insights from Fairness Theory and on the basis of 46 phenomenological interviews, the discrimination experienced by members of different disadvantaged groups and their response to perceived discrimination are explored. All participants claim to have experienced marketplace discrimination and many use subsequent coping strategies.

Keywords: DETERMINANTS AND CONSEQUENCES; LITERATURE REVIEW; MARKETPLACE DISCRIMINATION; PHENOMENOLOGICAL INTERVIEWS; SERVICES RESEARCH

Document Type: Research Article

DOI: http://dx.doi.org/10.1362/026725709X410070

Publication date: February 1, 2009

More about this publication?
routledg/jmm/2009/00000025/F0020001/art00008
dcterms_title,dcterms_description,pub_keyword
6
5
20
40
5

Access Key

Free Content
Free content
New Content
New content
Open Access Content
Open access content
Subscribed Content
Subscribed content
Free Trial Content
Free trial content
Cookie Policy
X
Cookie Policy
ingentaconnect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more