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Do service scripts exacerbate job demand-induced customer perceived discrimination?

Do service scripts exacerbate job demand-induced customer perceived discrimination? 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Do service scripts exacerbate job demand-induced customer perceived discrimination?

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0887-6045
DOI
10.1108/JSM-06-2016-0209
Publisher site
See Article on Publisher Site

Abstract

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

Journal of Services Marketing – Emerald Publishing

Published: Jul 10, 2017

References

  • Psychological status of the script concept
  • Emotional labor in service roles: the influence of identity
  • White response to potentially discriminatory actions in a services setting
  • The job demands-resources model: state of the art
  • Dual processes at work in a call centre: an application of the job demands-resources model
  • The social psychology of organizations and inequality