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Stereotypes in Services – A Research Synthesis to Move from Scattered Insights to Generalizable Knowledge

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Fleischer, Hannes:
Stereotypes in Services – A Research Synthesis to Move from Scattered Insights to Generalizable Knowledge.
In: Journal of service management research : SMR. 4 (2020) 4. - S. 216-236.
ISSN 2511-8676

Volltext

Volltext Link zum Volltext (externe URL):
https://doi.org/10.15358/2511-8676-2020-4-216

Kurzfassung/Abstract

Over the last 40 years, the impact of stereotypes in a service context has been investigated repeatedly, as stereotypes can have a strong influence on interactions during the service encounter. The many academic studies analysed various stereotypes, took a customer or employee perspective, investigated attitudinal or behavioural outcomes before and after an interaction and found both positive and negative effects of stereotypes. Thus, a synthesis of research is needed that integrates existing knowledge to clarify what researchers have learnt about stereotypes in services. The main contribution of our research is to aggregate and categorise the highly specialized findings that exist on specific stereotypes and thus make the current knowledge more generalisable. The results of our study reveal that a strong focus on customer stereotypes regarding employees exists, but other stereotype constellations are less often investigated. Similarly, the investigation of more subtle stereotype triggers and the consideration of contextual factors should receive more attention. Finally, even as we identified meaningful managerial implications to address the consequences of stereotypes, academic papers need to include a practitioner’s perspective more consequently.

Weitere Angaben

Publikationsform:Artikel
Schlagwörter:stereotype, service marketing, service research, research synthesis, literature review
Sprache des Eintrags:Englisch
Institutionen der Universität:Wirtschaftswissenschaftliche Fakultät > Betriebswirtschaftslehre > Lehrstuhl für Allgemeine Betriebswirtschaftslehre und Dienstleistungsmanagement
DOI / URN / ID:10.15358/2511-8676-2020-4-216
Open Access: Freie Zugänglichkeit des Volltexts?:Nein
Peer-Review-Journal:Ja
Verlag:C.H. Beck oHG
Titel an der KU entstanden:Ja
KU.edoc-ID:28546
Eingestellt am: 08. Nov 2021 11:20
Letzte Änderung: 08. Nov 2021 11:20
URL zu dieser Anzeige: https://edoc.ku.de/id/eprint/28546/
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