Beyond Starbucks: How Racism Shapes Customer Service

By Alexandra C. Feldberg and Tami Kim of the New York Times

On May 29, Starbucks will close 8,000 locations to administer racial bias training for 175,000 of its employees. The move is a response to national outrage over the arrests of two black patrons while they were simply waiting for a meeting to begin at a Philadelphia coffee shop.

But racial bias training for employees is not enough to address the epidemic of discrimination by American companies.

Over the past two years, we have investigated discrimination in customer service by conducting large-scale field experiments in the hospitality industry. We have repeatedly found that front-line workers exhibit racial bias in the quality of customer service they provide.

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About Radnor Reports

Ken Feltman is past-president of the International Association of Political Consultants and the American League of Lobbyists. He is retired chairman of Radnor Inc., an international political consulting and government relations firm in Washington, D.C. Know as a coalition builder, he has participated in election campaigns and legislative efforts in the United States and several other countries.
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