Across the hospitality industry, improperly delivered goods or services—known as a service failure—are part of doing business. A hotel reservation with no room, a flight cancelation and inattentive service at a restaurant are all examples of this phenomenon that most customers eventually encounter.
, white waitstaff were commonly regarded as warm and competent, while waitstaff of Asian descent were regarded as competent but not warm.
In scenarios that involved an improperly cooked meal, people responded similarly to all waitstaff, regardless of their race. In scenarios that involved poor service, customers were less likely to be satisfied with apologies from the waitstaff of Asian descent.about warmth," said Yu, the Elizabeth M. King Early Career Professor of hospitality management.
Participants of Asian descent reported higher levels of 'expressive regulation'—the need to project a specific emotion rather than simply present their natural emotional state. This type of extra emotional work may be exhausting and eventually lead to burnout, according to the researchers. The researchers said that some of this research is generalizable to people everywhere. Most people experience circumstances at some point where they are not part of the dominant or preferred group. When that happens, minoritized individuals have to perform additional emotional labor to elicit responses equivalent to those elicited by members of the dominant group. Each situation places different amounts of emotional burden on individuals depending on the circumstances and the people involved.
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