Will you help me please? The effects of race, gender and manner of dress on retail service.
This research attempts to determine if a customer's visible physical characteristics influence retail service delivery. The results of this study suggest that black and male customers wait significantly longer than white and female customers at retail customer service counters. In addition, females are more likely to experience a positive transaction outcome than males.
Ainscough, T. L. & Motley, C. M. (2000). Will you help me please? The effects of race, gender and manner of dress on retail service. Marketing Letters, 11(2), 129-136.
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