Working Papers

Discrimination in Service

Kalinda Ukanwa and Roland T. Rust

Jul 31, 2018

Develops a theoretical model to analyze the roles that variation in consumer quality (i.e., their profitability to the firm) and measurement error in detecting consumer quality play in the emergence and magnitude of discrimination in service; provides empirical evidence in two studies; uses agent-based modeling to compare the profitability of  “group-blind” versus “group-aware” service policies.

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