Access the full text.
Sign up today, get DeepDyve free for 14 days.
PurposeThis research aims to investigate the contingent influence of service scripts on the links between service employees’ job demands and customers’ perceptions of discrimination.Design/methodology/approachDrawing on prior conceptual and empirical work, as well as conservation of resources theory, the authors propose a conceptual model comprising job demands (job stress and role ambiguity) and two dimensions of perceived discrimination.FindingsA unique, dyadic data set reveals that the two focal job demands positively affect customers’ perceptions of discrimination. Service scripts enhance those negative relationships, such that they have resource-depleting and job demand-exacerbating effects.Originality/valueThis study offers the first research to link customer perceived discrimination with employee antecedents. These insights, in turn, have several key theoretical and managerial implications, and they offer directions for further work in this arena.
Journal of Services Marketing – Emerald Publishing
Published: Jul 10, 2017
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.