An Examination of Whether and How Racial and Gender Biases Influence Customer Satisfaction
研究了种族和性别偏见如何导致顾客对少数族裔和女性服务员工的满意度评价偏低，进而可能损害个人和组织的经济利益。
We examined whether and how various biases may influence customers' satisfaction evaluations and produce discriminatory judgments for minority and female service employees. We argue that customer satisfaction evaluations are biased because they are anonymous judgments by untrained raters that usually lack an evaluation standard. Laboratory and field samples provide disturbing evidence generally confirming our arguments and suggesting that the presence of nonwhite and women service employees may produce lower aggregated customer satisfaction evaluations that may ultimately hurt individuals and organizations financially.