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Full-Text Articles in Business
Service Quality And Black Customer Satisfaction - A Perspective On The United States Restaurant Industry, Ivan B. Turnipseed, Karl J. Mayer
Service Quality And Black Customer Satisfaction - A Perspective On The United States Restaurant Industry, Ivan B. Turnipseed, Karl J. Mayer
Hospitality Review
This paper examines the issue of racial discrimination of Black United States (U.S.) restaurant patrons from a service quality and customer satisfaction perspective. In spite of the progress the industry has made in recent years to alleviate this problem, many contemporary examples clearly demonstrate that racial discrimination is still of great concern. The articles stresses the importance of an ethical approach in human resource management-intensive and offers suggestions for reducing discriminatory practices in U.S. restaurant service delivery.