Presenter Biography
Christopher Waterbury is a post-baccalaureate student and research assistant at Portland State University. His research interests include the use of voice in workplaces to promote diversity, equity, and inclusion.
Institution
PSU
Program/Major
Psychology
Degree
Post-baccalaureate
Presentation Type
Poster
Start Date
4-6-2022 2:51 PM
End Date
4-6-2022 2:57 PM
Rights
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Creative Commons License or Rights Statement
IN COPYRIGHT:
© Copyright the author(s)
https://rightsstatements.org/vocab/InC/1.0/
This Item is protected by copyright and/or related rights. You are free to use this Item in any way that is permitted by the copyright and related rights legislation that applies to your use. For other uses you need to obtain permission from the rights-holder(s).
Persistent Identifier
https://archives.pdx.edu/ds/psu/40189
Subjects
service encounter; bias; stereotypes; discrimination; individuating information; age; Asian; experiments
Abstract
Minority stress theory links short- and long-term negative health outcomes to stigma and discrimination. It is important that workers have the agency to effect change in the processes of discrimination as a social determinate of health. Identity management strategies are elective tactics that workers may wish to use to reduce discrimination. Front line service workers may be discriminated against by customers in the form of negative customer service evaluations. Group-level stereotypes may influence customer service perceptions more than objective service quality. In this poster, we report findings from two studies in which we examined the effectiveness of an individual-level stigma remediation tactic in service encounters. Our findings suggest that performance perceptions are differentially impacted as a function of employee demographic stereotypes when individuals highlight the common dimensions of person perception of warmth and competence. We discuss the implications of our study along with possible future research on individual-level stigma remediation strategies.
Examination of an Individual-level Stigma Reduction Tactic in Front-line Service Encounters
Minority stress theory links short- and long-term negative health outcomes to stigma and discrimination. It is important that workers have the agency to effect change in the processes of discrimination as a social determinate of health. Identity management strategies are elective tactics that workers may wish to use to reduce discrimination. Front line service workers may be discriminated against by customers in the form of negative customer service evaluations. Group-level stereotypes may influence customer service perceptions more than objective service quality. In this poster, we report findings from two studies in which we examined the effectiveness of an individual-level stigma remediation tactic in service encounters. Our findings suggest that performance perceptions are differentially impacted as a function of employee demographic stereotypes when individuals highlight the common dimensions of person perception of warmth and competence. We discuss the implications of our study along with possible future research on individual-level stigma remediation strategies.