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Customer perceptions of discrimination in service deliveries: Construction and validation of a measurement instrument

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  • Klinner, Nicole S.
  • Walsh, Gianfranco

Abstract

This research details the development and validation of a perceived customer discrimination (PCD) scale that measures individual differences in customers' proneness to feeling treated differentially in the marketplace, especially during service interactions. Two studies identify the potential items and validate the PCD dimensions. In Study 1, with a sample of 235 respondents, factor analyses and comprehensive validation procedures reveal three dimensions that represent PCD in service deliveries. In Study 2, using a sample of 199 respondents, the authors confirm the three dimensions. The results suggest the usefulness of the PCD construct for providing advice for both practice and developing theory.

Suggested Citation

  • Klinner, Nicole S. & Walsh, Gianfranco, 2013. "Customer perceptions of discrimination in service deliveries: Construction and validation of a measurement instrument," Journal of Business Research, Elsevier, vol. 66(5), pages 651-658.
  • Handle: RePEc:eee:jbrese:v:66:y:2013:i:5:p:651-658
    DOI: 10.1016/j.jbusres.2012.06.008
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    References listed on IDEAS

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    1. John A. List & Uri Gneezy, 2004. "Are the Disabled Discriminated Against in Product Markets? Evidence from Sportscards to Sportscars," Econometric Society 2004 North American Summer Meetings 651, Econometric Society.
    2. Elmslie, Bruce & Sedo, Stanley, 1996. "Discrimination, social psychology, and hysteresis in labor markets," Journal of Economic Psychology, Elsevier, vol. 17(4), pages 465-478, August.
    3. Wallendorf, Melanie & Arnould, Eric J, 1991. " "We Gather Together": Consumption Rituals of Thanksgiving Day," Journal of Consumer Research, Oxford University Press, vol. 18(1), pages 13-31, June.
    4. Ayres, Ian & Siegelman, Peter, 1995. "Race and Gender Discrimination in Bargaining for a New Car," American Economic Review, American Economic Association, vol. 85(3), pages 304-321, June.
    5. Fiona Morton & Florian Zettelmeyer & Jorge Silva-Risso, 2003. "Consumer Information and Discrimination: Does the Internet Affect the Pricing of New Cars to Women and Minorities?," Quantitative Marketing and Economics (QME), Springer, vol. 1(1), pages 65-92, March.
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    Cited by:

    1. Xia, Lan & Kukar-Kinney, Monika, 2014. "For our valued customers only: Examining consumer responses to preferential treatment practices," Journal of Business Research, Elsevier, vol. 67(11), pages 2368-2375.

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