Subtle bias from shop staff

Published in: J Appl Psychol 2006
People studied: –

In three studies, shoppers with obesity met more subtle unfriendly treatment from staff than average-weight shoppers, in some test conditions.

Checked against: PubMed 16737356
Published in: J Appl Psychol 2006
Last checked: 30 October 2026

Key takeaway

Across 3 studies, shoppers with obesity, and actors posing as shoppers with obesity, were served by store staff. In some test conditions, staff treated them in subtly less friendly ways than shoppers of average weight. This happened less when the shopper gave cues that took away the staff's excuse for the bias, and the third study linked such treatment with lower customer loyalty and spending.

At a glance

Type of study: 3 experiments in a customer service setting
Compared with: shoppers of average weight
Main result: Staff were less friendly to shoppers with obesity, in some conditions.
Strength of evidence: Long-term or observational studies

What this study does not show

The difference appeared only in some test conditions, and the abstract gives no numbers. It shows how staff reacted to shoppers, not friendships or social life in general.

Results from studies in groups of people, mostly in diet and movement programmes. They cannot be promised to any one person. This information is educational and does not replace a consultation with a doctor.