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Book Cover
Author Chao, Chia-An, author

Title Credit union says no to customer's hijab : public safety or discrimination? / Chia-An Chao, Aruna Chandra, Dale L. Varble, Joyce A. Young
Published London : Society for Case Research, 2020


Description 1 online resource
Series SAGE business cases
SAGE business cases
Summary This critical incident describes an alleged discrimination incident involving Sound Credit Union (SCU), a 115,000 member, not-for-profit financial institution in Seattle, Washington. Jamela Mohamed, a black Muslim woman and SCU customer, reported she was denied service because she wore a hood in accordance with her faith. SCU's customer dress code policy required members to remove their hats, hoods, and sunglasses to protect public safety. Mohamed recorded the incident and subsequently posted the video on Facebook (Mohamed, 2017). The video attracted much negative publicity. SCU released an initial response on Facebook stating it was investigating the incident, but did not apologize. The backlash against SCU continued. Students are asked to decide what communication strategies SCU might use to handle the immediate situation, and what changes, if any, should be made to the dress code policy to ensure its alignment with SCU's mission while meeting customer goals
Notes Description based on XML content
Subject Banks and banking -- Public relations -- Case studies
Hijab (Islamic clothing) -- Case studies
Consumer complaints -- Case studies
Form Electronic book
Author Chandra, Aruna, author
Varble, Dale L., author
Young, Joyce A., author
ISBN 9781071945384