A Tale of Two Frontlines: Critically Assessing the Dynamics of Interracial Service Encounters
论文聚焦少数族裔前线员工在跨种族服务接触中的挑战，提出分析框架帮助运营管理研究理解这些经历，并探讨对员工、服务运营和供应链的影响。
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.