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  1. Discrimination in Services: How Service Recovery Efforts Change with Customer Accent.Jonas Holmqvist & Carol Azab - 2021 - Journal of Business Ethics 180 (1):355-372.
    Discrimination represents an important moral problem in the field of business ethics, and is often directed against minority groups. While most of the extant literature studies discrimination against employees, this paper studies discrimination against minority customers, addressing whether customers speaking English with an accent are discriminated against when contacting companies with a complaint. We draw upon the two literature streams of business ethics and service recovery to address discrimination in the service recovery process, as the recovery process after a service (...)
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