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Article
Publication date: 30 August 2022

Ozias A. Moore, Beth Livingston and Alex M. Susskind

Hiring managers commonly rely on system-justifying motives and attitudes during résumé screening. Given the prevalent use of modern résumé formats (e.g. LinkedIn) that include not…

Abstract

Purpose

Hiring managers commonly rely on system-justifying motives and attitudes during résumé screening. Given the prevalent use of modern résumé formats (e.g. LinkedIn) that include not only an applicant's credentials but also headshot photographs, visible sources of information such as an applicant's race are also revealed while a hiring manager simultaneously evaluates a candidate's suitability. As a result, such screening is likely to activate evaluation bias. The purpose of this paper is to examine the role of a hiring manager's perceptions of race-system justification, that is, support for the status quo in relations between Black and White job candidates in reinforcing or mitigating hiring bias related to in-group and out-group membership during résumé screening.

Design/methodology/approach

Drawing from system justification theory (SJT) in a pre-selection context, in an experimental study involving 174 human resource managers, the authors tested two boundary conditions of the expected relationship between hiring manager and job candidate race on candidate ratings: (1) a hiring manager's affirmative action (AA) attitudes and system-justifying attitudes and (2) a job candidate's manipulated suitability for a position. This approach enabled us to juxtapose the racial composition of hiring manager–job candidate dyads under conditions in which the job candidate's race and competency for a posted position were manipulated to examine the conditions under which White and Black hiring managers are likely to make biased evaluations. The authors largely replicated these findings in two follow-up studies with 261 students and 361 online raters.

Findings

The authors found that information on a candidate's objective suitability for a job resulted in opposite-race positive bias among Black evaluators and same-race positive bias among White evaluators in study 1 alone. Conversely, positive attitudes toward AA policies resulted in in-group favoritism and strengthened a positive same-race bias for Black evaluators (study 1 and 2). We replicated this finding with a third sample to directly test system-justifying attitudes (study 3). The way in which White raters rated White candidates reflected the same attitudes against systems (AA attitudes) that Black raters rating Black candidates exhibited in the authors’ first two studies. Positive system-justifying attitudes or positive attitudes toward AA did not, however, translate into the elevation of same-race candidate ratings of suitability above those of opposite-race candidates.

Research limitations/implications

Although the size of the sample is on par with the percentage of Blacks nationwide in private-sector managerial-level positions ideally, the authors would have preferred to oversample Black HR managers. Given the scarcity of focus on Black HR managers, future researchers, using diverse samples of evaluators should also consider not only managers' and candidates' race but also their social dominance orientation. Moreover, it is important that future researchers use more racially diverse samples from other industries to more fully identify the ways in which the dynamics of system-justifying processes can emerge to influence evaluation bias during résumé screening.

Practical implications

Advances in technology pose new challenges to HR hiring practices. This study attempts to fill a void regarding the unintended effects of bias during digital résumé screening. These trends have important HR implications. Initial screening of a job applicant's credentials while concurrently viewing the individual's photograph is likely to activate subconscious evaluation bias, produces inaccurate applicant ratings. This study's findings should caution hiring managers about the potential for bias to arise when viewing job candidates' digital résumés and encourage them to carefully examine various boundary conditions on racial similarity bias effects on applicant pre-screening and subsequent hiring decisions.

Social implications

The study’s results suggest that bias might be attenuated as organizational leaders engage in efforts to understand their system-justifying motives and examine perceptions of the workplace social hierarchy (i.e. responses to status hierarchies) linked to perceptions of the status quo. For example, understanding how system justifying motives influence evaluation bias will inform how best to design training and other interventions that link discussions of workforce diversity to the relationships among groups within the organization's social hierarchy. This line of research should be further explored to better understand the complex forces at work when hiring managers adopt system-justifying motives during hiring evaluations.

Originality/value

The authors address the limitations of prior research by examining interactions between boundary conditions in a real-world context using real human resources hiring managers and more contemporary personnel-screening practices to test changes in the direction and strength of the relationship between hiring manager–job candidate race and hiring manager evaluations. Thus, the authors’ findings have implications for hiring bias and understanding of system-justification processes, particularly regarding how, when and why hiring managers support the status quo (i.e. perpetuate inequity) even if they are disadvantaged as a result.

Details

Equality, Diversity and Inclusion: An International Journal, vol. 42 no. 1
Type: Research Article
ISSN: 2040-7149

Keywords

Article
Publication date: 12 March 2010

Alex M. Susskind and Michael A. Stefanone

A model of the relationships between individuals' perceptions of internet use and internet usage behaviors is presented and tested. The purpose of this paper is to propose that a…

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Abstract

Purpose

A model of the relationships between individuals' perceptions of internet use and internet usage behaviors is presented and tested. The purpose of this paper is to propose that a lack of perceived responsiveness to on‐line communication is positively related to individuals' general resistance to use the internet as a communication information exchange medium, termed general internet apprehensiveness (GIA). Perceptions of GIA are negatively associated with on‐line information‐seeking behavior, and positively associated with individuals' resistance to or fear of using the internet for on‐line retail transactions, termed transactional internet apprehensiveness (TIA).

Design/methodology/approach

College‐aged students reported their attitudes about on‐line information seeking, on‐line purchasing, and their on‐line information seeking and purchasing behaviors. The model presented is tested with path analysis to assess the variables' interrelationships.

Findings

Ultimately, lack of responsiveness is positively related to GIA, GIA is negatively related to information‐seeking behavior, and TIA is negatively related to consumers' on‐line purchasing of goods and services.

Research limitations/implications

The student sample used in this study prevents us from making broad‐based generalizations. While students represent a large base of internet users and have been presented as a viable population to study in investigations for both academic audiences and marketing practitioners, future research will continue to benefit from more diverse samples of internet users.

Practical implications

This study offers hospitality professionals a better understanding of the elements that inhibit or encourage on‐line information seeking and purchasing behaviors.

Originality/value

This paper further defines the socio‐demographic factors that inhibit consumers from using the internet as both an information‐sharing tool and purchasing medium.

Details

Journal of Hospitality and Tourism Technology, vol. 1 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

Content available
Article
Publication date: 12 March 2010

Cihan Cobanoglu

480

Abstract

Details

Journal of Hospitality and Tourism Technology, vol. 1 no. 1
Type: Research Article
ISSN: 1757-9880

Article
Publication date: 9 October 2018

Meehee Cho, Mark A. Bonn, Alex Susskind and Larry Giunipero

This study aims to understand how restaurant dependence and autonomy within the supply chain influence market responsiveness. An examination of influences related to improving…

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Abstract

Purpose

This study aims to understand how restaurant dependence and autonomy within the supply chain influence market responsiveness. An examination of influences related to improving market responsiveness was also conducted by investigating the moderating roles of information technology adoption and trust.

Design/methodology/approach

Hierarchical regression models were developed to test the hypothesized relationships. In particular, data were obtained from only independent restaurant owners and managers because of their ability to select and determine their own suppliers.

Findings

Results revealed that restaurant autonomy from suppliers has a more positive effect on market responsiveness than supplier dependence. The moderating test results revealed that information technology adoption significantly improved the relationships between restaurant dependence and market responsiveness, while exhibiting no significant moderating effect. Restaurant trust in suppliers significantly improved the positive effect of autonomy upon market responsiveness; however, it had no significant moderating effect on this link.

Originality/value

This study was conducted to identify what types of supplier relationships should be pursued to improve the independent restaurant’s ability to effectively respond to market conditions. The findings regarding the moderating effects of information technology adoption and trust provided clear evidence that buyer–supply relationship strategies should be developed in consideration of those distinguishable characteristics unique to the operations and environment of independent restaurants.

Practical implications

Findings can be applied to developing desirable relationships with suppliers characterized by restaurant dependence or autonomy and contribute to improving managerial actions for independent restaurants involving adopting information technology and building trust.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 9
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 11 April 2019

Mehmet Ali Koseoglu

This study aims to address how the social structure of the hospitality management field has evolved from 1960 to 2016.

Abstract

Purpose

This study aims to address how the social structure of the hospitality management field has evolved from 1960 to 2016.

Design/methodology/approach

The informal social structure of the hospitality management literature was analyzed by collecting authorship data from seven hospitality management journals. Co-authorship analyses via network analysis were conducted.

Findings

According to the findings, throughout the history of hospitality management, international collaboration levels are relatively low. Based on social network analysis, the research community is only loosely connected, and the network of the community does not fit with the small-world network theory. Additional findings indicate that researchers in the hospitality management literature are ranked via degree centrality, closeness centrality and betweenness centrality. Cliques, which contain at least five researchers, and core researchers are identified.

Practical implications

This study helps both scholars and practitioners improve the informal structure of the field. Scholars must generate strong ties to strengthen cross-fertilization in the field; hence, they collaborate with authors who have strong positions in the field. Specifically, this provides a useful performance analysis. To the extent that institutions and individuals are rewarded for publications, this study demonstrates the performance and connectivity of several key researchers in the field. This finding could be interesting to (post)graduate students. Hospitality managers looking for advisors and consultants could benefit from the findings. Additionally, these are beneficial for journal editors, junior researchers and agencies/institutions.

Originality/value

As one of the first study in the field, this research examines the informal social structure of hospitality management literature in seven journals.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 1 June 1997

Edgar A. Whitley

Examines the claims that cyberspace allows individuals to create sustainable new identities. It examines these claims in relation to the ongoing argument about embodiment and…

807

Abstract

Examines the claims that cyberspace allows individuals to create sustainable new identities. It examines these claims in relation to the ongoing argument about embodiment and information systems. Accepts that computer mediated communication changes the nature of the interaction by removing bodily cues from the process, but argues that creating new identities is not simply a case of using new words. Argues that the choice of words is the result of socialized learning into a particular role, a process that cannot be taught explicitly. Analyses an existing case study and highlights the limitations of playing with an identity into which one has not been socialized. Ends with a discussion of the implications of the ideas presented.

Details

Information Technology & People, vol. 10 no. 2
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 1 June 2001

Lindsey Muir and Alex Douglas

This paper examines the rise of electronic‐commerce and its implications for quality and service delivery with particular reference to its impact on legal services. E‐commerce is…

2087

Abstract

This paper examines the rise of electronic‐commerce and its implications for quality and service delivery with particular reference to its impact on legal services. E‐commerce is growing at a phenomenal rate with more organisations offering their goods and services on‐line every day. Importantly, this growth is being matched by the number of people gaining access to the Internet in a variety of ways. E‐commerce offers both opportunities and threats to law firms. The main threat is identified as coming from on‐line competitors offering reduced prices and higher customer services. This competition is forcing law firms to change their attitude to new technology generally and the Internet in particular. A Web presence allows legal practices to be more transparent and to offer greater access to information to customers by way of improving their services. This improved communication may lead to a reduction in complaints against solicitors. The paper concludes that the Internet will have a profound effect on the way private law firms conduct business.

Details

Managing Service Quality: An International Journal, vol. 11 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 6 February 2023

Alex Scott and Beth Davis-Sramek

Recent supply chain disruptions have highlighted the global shortage of truck drivers. Because it is a quintessential “masculine” profession, the proportion of women truck drivers…

Abstract

Purpose

Recent supply chain disruptions have highlighted the global shortage of truck drivers. Because it is a quintessential “masculine” profession, the proportion of women truck drivers is small, although efforts are underway to recruit and retain women. This research offers a comprehensive and theoretically-driven empirical analysis of women in the US trucking industry.

Design/methodology/approach

The research utilizes a detailed longitudinal database of 20 million driver inspections from 2010 to 2019. It is paired with US Social Security Administration data to infer the gender of the driver for each inspection. Descriptive evidence is provided, and a logit model is used to test the hypotheses.

Findings

The research finds that female truck drivers make up 3.2% of the inspection sample, but their representation has grown by 23.1% over the last decade. Women are vastly overrepresented in the jobs that are the easiest to get and underrepresented in jobs that offer better pay, more regular hours and more time at home. However, the proportion of women in more desirable truck driving jobs has grown from 2010 to 2019, offering positive news for the industry.

Practical implications

The research offers a more credible and realistic statistic for the proportion of women in the industry, contradicting previous industry figures. The research also highlights policy implications for industry stakeholders.

Social implications

The truck driving industry is vital for a nation's economic sustainability. Truck driving jobs offer better wages and more opportunity than many non-professional female-dominant jobs. The research emphasizes the path to move into jobs that are better suited for women with domestic or family responsibilities.

Originality/value

The authors document hitherto unknown facts about women in the US trucking industry. Using theoretically driven research in organizational science, this study highlights the interplay of supply-side and demand-side factors that help to explain a nuanced perspective of the workforce composition and discusses potential policies to increase the number of female drivers.

Details

International Journal of Physical Distribution & Logistics Management, vol. 53 no. 3
Type: Research Article
ISSN: 0960-0035

Keywords

Article
Publication date: 20 December 2022

Sarah Badar (Imran) and Ajmal Waheed

The rapid shift in the emerging pedagogies of customer behavior has changed the business preferences in the hotel sector. This study prioritizes the hotel's main task to develop…

Abstract

Purpose

The rapid shift in the emerging pedagogies of customer behavior has changed the business preferences in the hotel sector. This study prioritizes the hotel's main task to develop customer re-patronage intention. Keeping in line with these factors, this study investigates the impact of customer empowerment on re-patronage intentions through customer value co-creation in the hotel sector of Pakistan. Furthermore, the study examines the moderating impact of sensation-seeking on customers.

Design/methodology/approach

A total of 350 potential customers participated in the online survey using purposive and snowball sampling techniques. Partial least square structural equation modeling was employed using Smart PLS-3 to test the projected hypotheses.

Findings

This study reveals that empowered customers improve their behavior and involvement in value co-creation, which, in turn, increases the prospects of re-patronage intention. Moreover, sensation-seeking moderates between consumer empowerment and customer value co-creation.

Research limitations/implications

Customer-dominant logic and sense-making theory present interesting insights where customer empowerment and value co-creation have a positively significant impact on customer re-patronage intention. Findings also elaborate on a significant mediating role of customer value co-creation activities, which is an interesting call for hotel managers to add thought-sharing ecosystems. The suggested factors add long-lasting results in terms of revenues, performance and global GDP.

Practical implications

It provides guidance for the hotel managers through novel factors that activate the customer to augment an intention to re-patron. Moreover, it provides a direction to add sensation-seeking strategies that strengthen the effects on customer empowerment and value co-creation.

Originality/value

This study has its uniqueness in introducing an environment in hotels where customers are empowered to further actively participate in value co-creation initiatives, along with sensation-seeking acting as a stimulus among them. These factors have greatly impacted the hotel's objectives (i.e. re-patronage intention).

Article
Publication date: 27 March 2007

Rhonda L. Hensley and Joanne Sulek

The purpose of this study is to examine the relative importance of customer perceptions of waits in a multi‐stage service.

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Abstract

Purpose

The purpose of this study is to examine the relative importance of customer perceptions of waits in a multi‐stage service.

Design/methodology/approach

The stages included the wait at the point of service‐entry, the wait during the service stage in which the core service was experienced and the wait at the service‐exit stage as the customer was preparing to leave. Satisfaction with the waits and satisfaction with the core service product, employees' behavior and the physical setting were examined in relation to customers' perceptions of service quality. Four measures of customers' perceptions of service quality were used in this study. These included overall customer satisfaction, willingness to recommend the service to friends, willingness to bring friends to the service and repatronage intentions. A survey was developed based on a review of the literature and in collaboration with the manager of a full‐service restaurant. The survey was administered during the course of the meal by restaurant employees. Multiple regression analysis was used to identify the extent to which satisfaction with each wait affected the four customer perceptions of service quality.

Findings

Results showed that the only wait satisfaction that consistently affected customer perceptions of service quality involved the service‐entry wait.

Originality/value

This study is one of the first to empirically examine the effect of service waits at multiple stages of a service operation on perceptions of service quality.

Details

Managing Service Quality: An International Journal, vol. 17 no. 2
Type: Research Article
ISSN: 0960-4529

Keywords

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