| Shashi Matta won the AMA's
annual award for the best “services” article published
in the previous calendar year (2005) for his article with Valerie
Folkes in the Journal of Consumer Research. The award was
announced at the recent 2006 Frontiers in Service Conference, the
premier conference for academics and practitioners interested in
services and services marketing.
In the article, the authors use experimental research to investigate
the effect that gender counter-stereotypical service employees
have, on consumer’s inferences about the service provided
and about the service brand. From the fear that consumers expect
counter-stereotypical service providers to provide poor service,
employers sometimes refrain from hiring people for positions in
which they might be perceived as counter-stereotypical (for eg.,
female financial advisors, male nurses, female mechanics, etc.).
However, novel results from this research offer an incentive for
service firms to increase diversity in their workforces. For more
information on this research, see
Shashi Matta and Valerie Folkes (2005), “Inferences about
the Brand from Counter-stereotypical Service Providers,” Journal of Consumer Research, 32(2), 196-206. |