Centre for Service Management

News and Events

26 May 2019

Professor Gianfranco Walsh visited CSM

Gian Walsh

Professor Gianfranco Walsh from the University of Jena (Germany) visited CSM and gave a fascinating presentation on customer ethnic bias in service encounters on May 22nd.

Reflecting the trend of rising ethnic diversity in many developed economies, ethnic minorities constitute a significant share of people holding service jobs. In his talk, Prof Walsh presented research findings that show that, in interethnic service encounters, customers may demonstrate biased behaviour toward minority employees which can negatively affect important service outcomes. He also discussed measures that service firms can take to blunt the effects of interethnic bias.

We would like to thank Prof Walsh for his excellent and thought-provoking presentation.