Isaac E. Sabat

Weight and Gender in Service Jobs: The Importance of Warmth in Predicting Customer Satisfaction

The average weight of employees in the United States workforce is increasing. Importantly, relatively heavier employees are often subject to stereotypes, prejudice, and discrimination based solely on their weight. These biases may be further influenced by factors such as employee gender and the specific nature of the job. Thus, we employ the stereotype content model (SCM) to examine the multiplicative effects of weight and gender and argue that perceptions of employee warmth are more salient than perceptions of employee competence in customer service contexts. In support of our hypotheses, we found that weight and gender interacted to influence warmth, such that heavy women were perceived to be higher in warmth relative to less heavy women (with no effect for men). Furthermore, perceptions of warmth predicted service satisfaction, whereas perceptions of competence did not. Finally, perceptions of warmth (but not competence) explained the relations between weight and gender and service satisfaction for female (but not male) customer service agents. We end with a discussion of the theoretical implications related to the SCM along with practical implications for service industry organizations and employees.

Understanding and Overcoming Challenges Faced by Working Mothers: A Theoretical and Empirical Review

Working mothers face different sets of challenges with regards to social identity, stigmatization, and discrimination within each stage of the employment cycle, from differential hiring practices, unequal career advancement opportunities, ineffective retention efforts, and inaccessible work-family supportive policies (Jones et al. in The Psychology for Business Success. Praeger, Westport, CT, 2013). Not only do these inequalities have negative effects on women, but they can also have a detrimental impact on organizations as a whole. In this chapter, we review several theoretical and empirical studies pertaining to the challenges faced by women throughout their work-motherhood transitions. We then offer strategies that organizations, mothers, and allies can use to effectively improve the workplace experiences of pregnant women and mothers. This chapter will specifically contribute to the existing literature by drawing on identity management and ally research from other domains to suggest additional strategies that female targets and supportive coworkers can engage into help remediate these negative workplace outcomes. Finally, we highlight future research directions aimed at testing the effectiveness of these and other remediation strategies, as well as the methodological challenges and solutions to those challenges associated with this important research domain. We call upon researchers to develop more theory-driven, empirically tested intervention strategies that utilize all participants in this fight to end gender inequality in the workplace.

Antecedents, Outcomes, Prevention and Coping Strategies for Lesbian, Gay, and Bisexual Workplace Stress

Abstract Lesbian, gay, and bisexual (LGB) individuals experience institutionalized prejudice within society and in their working lives. This prejudice increases the stress that these individuals experience within the workplace. Thus, in this chapter, we outline the mechanisms of LGB-workplace stress, detailing the antecedents, outcomes, and strategies to remediate this form of stress. We first outline theoretical conceptualizations of workplace stress before explaining how sexual orientation minorities experience additional workplace stressors due to their specific, stigmatized identities. Then, we explain how the stressors of formal discrimination, interpersonal discrimination, stigma consciousness, internalized heterosexism, concealment, and social isolation each contribute to workplace stress and ultimately health and workplace outcomes. Finally, we discuss several strategies that organizations, stigmatized individuals, and allies can engage in to prevent and cope with each of these LGB-related workplace stressors. In so doing, this chapter encourages researchers and practitioners to continue to develop more comprehensive and effective strategies to combat the negative outcomes experienced by these and all other stigmatized employees, thereby promoting more healthy and inclusive organizations.