Preliminary results from a new series of studies show that front-line service workers often treat customers inequitably, even when the customer isn’t visible.
The Harvard Business School study found that hotel, restaurant and other service industry business workers were more likely to respond to emails from customers with an honorific title, such as Ms. or Dr., when they had a name that was perceived to belong to a white individual.
Hotel employees nationwide were also more likely to respond to customer emails that seemed to come from a stereotypically white name, rather than those from a stereotypically Black or Asian name.
More alarmingly, the degree of helpfulness, courteousness, politeness, even length of email was higher for customers perceived to be white.
“…It wasn't just whether people responded to the requests that we sent; it’s that the quality of the information that people received varied.” said Alexandra C. Feldberg, assistant professor of business administration at Harvard Business School.
Companies that fix disparities in their service delivery are likely to boost customer satisfaction and loyalty, Feldberg says.
Newton’s City Council’s Public Facilities Committee will likely approve a home rule petition tomorrow that would prevent (except as an emergency backup) the use of fossil fuels in new and substantially renovated homes and commercial buildings.
The only wild card may be whether or not there will be an exemption for residential gas cooking. (I’m told restaurant kitchens will be exempt even as some top chefs have begun embracing induction cooking).
I urge the council make at least one important change:
Under the current plan, only commercial buildings under 20,000 square feet would be required to use electricity instead of gas, oil or other high carbon emitting fuels.
That’s because the council also hopes to adopt a policy that would eventually regulate large properties similar to a building regulation adopted in Boston known as BERDO.
But presently there is no Newton BERDO proposal. We have no idea how that program would be set up. We have no idea what the parameters would be. We have no idea who would run it. We have no idea if it will pass.
(And Boston’s BERDO is struggling with reporting discrepancies and other tracking problems, according to Greg Ryan at the BBJ.)
Meanwhile consider this:
Just under 24 percent of Newton’s greenhouse gas emissions are generated by non-residential buildings, according to Michael Gevelber, an associate professor of mechanical engineering at B.U. Boston University and member of Newton's Citizens Commission on Energy.
But only 0.5 percent of that comes from non-residential buildings under 20,000 SF -- the only buildings the council currently proposes regulating.
In other words, the council is looking to impose new rules only on small property owners who contribute to less than one half percent of green house gas, before having any idea what it will ask of the big guys.
That's backwards and should not be part of this home rule petition.
Best Buy may remain in Watertown When Alexandria Real Estate redevelops the Watertown Mall, Best Buy could be staying after all.
After Best Buy expressed interest in staying, the developer began exploring way to modify its plans to accommodate.
The plan already calls for Target to remain on the site as well as some of the smaller merchants. The proposal also includes 500,000 square feet of lab and office space at with two parking garages.
Here’s a video from last week’s second community meeting about the project.
COVID tests, PPE stockpiled -- just in chase
As part of a plan to be prepared for any future COVID surge, the state aims to keep a stockpile of 3.5 million rapid antigen tests - enough for half the population - on hand at all times, Health and Human Services Secretary Marylou Sudders told lawmakers Monday.
The state is also maintaining a six-month supply of personal protective equipment like masks in its warehouses, . (State House News).
Incoming...
Jejes Coffeehouse -- offering coffee, tea, and desserts, including South Korean treats -- plans to open at 259 Washington St., in Wellesley Hills early this summer. Jejes has an existing location in Sharon. (Swellesley Report)
Brewers Coalition and The Local Kitchen & Drinks have closed. But a new brew pub will help fill the thirst gap. Burke's Alewerks, a brewery and taproom on the South Shore, is coming to West Newton, moving into the space formerly occupied by The Local. “Initially we'll open it as taproom-only, serving beers produced in our Hanover location. As this space has a full kitchen in place, we will also develop and offer a taproom food menu.” (Boston Restaurant Talk)
NBCU affiliate offers innovation grants
NBC Universal is offering innovation grants to Boston-area nonprofits looking to solve everyday problems in their communities, according to BostInno.
Needham-based NBC10 Boston, Telemundo Boston, NECN and?the Comcast NBCUniversal Foundation’s Project Innovation will grant $315,000 to a maximum of?12?community organizations this year. These organizations must be working on projects in either community engagement, cultural inclusion, next-generation storytelling or youth education and empowerment.
Deadline is March 25.
Did you move here from Eastern Europe?
Did you immigrate to the United States from what is now Russia, Ukraine or another part of Eastern Europe and are now a member of our chamber?
I'd like to learn more about your experience, how you're feeling about current events and share an idea I have. Email me or call 617-244-1688
That’s led Chris Doughty, one of two Republicans running for governor, to call for a temporary suspension of the state’s 24 cents per gallon gas tax, something Gov. Charlie Baker also hinted he might be looking at, according to State House News’ Matt Murphy.
But Jim Aloisi, a former state transportation secretary, is taking the opposite approach. He's calling for “emergency funding to the T to run more frequent service all day long. Make every bus in the state free. Enable mode shift at an unprecedented scale," he tweeted.
Either way, the Globe's Larry Edelman nails it when he suggests we remember this photograph be before we grumble about the high cost of gas.
?That’s today’s Need to Knows, unless you need to know how New England is leading the nation in cheating on Wordle.
