Economic contact in service encounters between groups in protracted conflict
Abstract The study examines whether qualitative and quantitative characteristics of intercultural service encounters (ISEs) between majority customers and ethnic minority service providers are associated with better attitudes toward the entire minority group. The study was conducted in Israel throug...
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| Published in | Analyses of social issues and public policy Vol. 22; no. 2; pp. 582 - 601 |
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| Main Authors | , |
| Format | Journal Article |
| Language | English |
| Published |
Malden
Blackwell Publishing Ltd
01.08.2022
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| Abstract | Abstract The study examines whether qualitative and quantitative characteristics of intercultural service encounters (ISEs) between majority customers and ethnic minority service providers are associated with better attitudes toward the entire minority group. The study was conducted in Israel through an online survey of 402 respondents. The study revealed that the customers derived pleasure from high perceived value of services and from taking advantage of a good deal. This pleasure, in turn, was positively related to attitudes toward the outgroup. High perceived value of service was associated with higher frequency of ISE that may be interpreted as repurchasing behavior. Overall, the total effect of perceived value of services between majority population and ethnic minority on attitudes toward this minority was significant and positive. Thus, economic beneficiality, which is a very important component of ISE, may contribute to improving relationships between groups in deep conflict. |
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| AbstractList | Abstract The study examines whether qualitative and quantitative characteristics of intercultural service encounters (ISEs) between majority customers and ethnic minority service providers are associated with better attitudes toward the entire minority group. The study was conducted in Israel through an online survey of 402 respondents. The study revealed that the customers derived pleasure from high perceived value of services and from taking advantage of a good deal. This pleasure, in turn, was positively related to attitudes toward the outgroup. High perceived value of service was associated with higher frequency of ISE that may be interpreted as repurchasing behavior. Overall, the total effect of perceived value of services between majority population and ethnic minority on attitudes toward this minority was significant and positive. Thus, economic beneficiality, which is a very important component of ISE, may contribute to improving relationships between groups in deep conflict. The study examines whether qualitative and quantitative characteristics of intercultural service encounters (ISEs) between majority customers and ethnic minority service providers are associated with better attitudes toward the entire minority group. The study was conducted in Israel through an online survey of 402 respondents. The study revealed that the customers derived pleasure from high perceived value of services and from taking advantage of a good deal. This pleasure, in turn, was positively related to attitudes toward the outgroup. High perceived value of service was associated with higher frequency of ISE that may be interpreted as repurchasing behavior. Overall, the total effect of perceived value of services between majority population and ethnic minority on attitudes toward this minority was significant and positive. Thus, economic beneficiality, which is a very important component of ISE, may contribute to improving relationships between groups in deep conflict. |
| Author | Lissitsa, Sabina Kushnirovich, Nonna |
| Author_xml | – sequence: 1 givenname: Nonna surname: Kushnirovich fullname: Kushnirovich, Nonna organization: Department of Economics and Management Ruppin Academic Center Emek Hefer Israel – sequence: 2 givenname: Sabina surname: Lissitsa fullname: Lissitsa, Sabina organization: School of Communication Ariel University Ariel Israel |
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