Stereotypes in Services - A Systematic Literature Review to Move from Scattered Insights to Generalizable Knowledge

Hannes Fleischer

doi:10.15358/2511-8676-2020-4-216

Contents
- Chapter Expand | CollapseAuthorsPage
- 185–185 Titelei/Inhaltsverzeichnis 185–185
- 186–186 Editorial 186–186
- 187–204 Research Articles 187–204
  - Digital Disruption in Retailing and Beyond Heiner Evanschitzky, Boris Bartikowski, Tim Baines, Markus Blut, Christian Brock, Kristina Kleinlercher, Parikshit Naik, Olivia Petit, Thomas Rudolph, Charles Spence, Carlos Velasco, Nancy V. Wünderlich Heiner Evanschitzky, Boris Bartikowski, Tim Baines, Markus Blut, Christian Brock, Kristina Kleinlercher, Parikshit Naik, Olivia Petit, Thomas Rudolph, Charles Spence, Carlos Velasco, Nancy V. Wünderlich
- 205–215 Research Articles 205–215
  - Branded Employee Behaviour as a Double-Edged Sword: How Perceptions of Service Employees Impact Job Seekers' Application Intentions Nancy V. Wünderlich, Anja Iseke, Hürrem Becker-Özcamlica Nancy V. Wünderlich, Anja Iseke, Hürrem Becker-Özcamlica
- 216–236 Research Artikels 216–236
  - Stereotypes in Services - A Systematic Literature Review to Move from Scattered Insights to Generalizable Knowledge Hannes Fleischer Hannes Fleischer
- 237–254 Research Articles 237–254
  - Not Without my Fellow Patient! - The Influence of Fellow Patients in Hospitals on Patient Satisfaction and Self-rated Health Saskia Hantel, Martin Benkenstein Saskia Hantel, Martin Benkenstein
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SMR - Journal of Service Management Research , page 216 - 236

Stereotypes in Services - A Systematic Literature Review to Move from Scattered Insights to Generalizable Knowledge

Autoren

Hannes Fleischer

DOI
- doi.org/10.15358/2511-8676-2020-4-216
- ISSN: 2511-8676
- ISSN online: 2942-3392
Zusammenfassung

Over the last 40 years, the impact of stereotypes in a service context has been investigated repeatedly, as stereotypes can have a strong influence on interactions during the service encounter. The many academic studies analysed various stereotypes, took a customer or employee perspective, investigated attitudinal or behavioural outcomes before and after an interaction and found both positive and negative effects of stereotypes. Thus, a synthesis of research is needed that integrates existing knowledge to clarify what researchers have learnt about stereotypes in services. The main contribution of our research is to aggregate and categorise the highly specialized findings that exist on specific stereotypes and thus make the current knowledge more generalisable. The results of our study reveal that a strong focus on customer stereotypes regarding employees exists, but other stereotype constellations are less often investigated. Similarly, the investigation of more subtle stereotype triggers and the consideration of contextual factors should receive more attention. Finally, even as we identified meaningful managerial implications to address the consequences of stereotypes, academic papers need to include a practitioner’s perspective more consequently.

Abstract

Over the last 40 years, the impact of stereotypes in a service context has been investigated repeatedly, as stereotypes can have a strong influence on interactions during the service encounter. The many academic studies analysed various stereotypes, took a customer or employee perspective, investigated attitudinal or behavioural outcomes before and after an interaction and found both positive and negative effects of stereotypes. Thus, a synthesis of research is needed that integrates existing knowledge to clarify what researchers have learnt about stereotypes in services. The main contribution of our research is to aggregate and categorise the highly specialized findings that exist on specific stereotypes and thus make the current knowledge more generalisable. The results of our study reveal that a strong focus on customer stereotypes regarding employees exists, but other stereotype constellations are less often investigated. Similarly, the investigation of more subtle stereotype triggers and the consideration of contextual factors should receive more attention. Finally, even as we identified meaningful managerial implications to address the consequences of stereotypes, academic papers need to include a practitioner’s perspective more consequently.
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