Industrial and Organizational Psychology Commons^™

Examination Of An Individual-Level Stigma Reduction Tactic In Front-Line Service Encounters, Christopher J. Waterbury, Nicholas A. Smith Phd., Larry Martinez Phd., Shi (Tracy) Xu Phd.

OHSU-PSU School of Public Health Annual Conference

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 …