Academic Minute: Derek Avery on diversity and customer satisfaction

Media Outlet: 

Northeast Public Radio’s “Academic Minute,” Inside Higher Ed

Academic literature on the effectiveness of employee-customer similarity has been riddled with conflicting findings. Does similarity, in fact, sell? According to a nationwide study led by Derek Avery of Temple’s Fox School of Business, the answer is yes. “An organization that is oblivious to representativeness may also be unaware of the inadvertent signals its customers are receiving,” he said.