Do explícito ao sutil: existe discriminação percebida pelo consumidor LGBTI+ no Brasil?

Abstract

Abstract This research analyzed the discrimination perceived by LGBTI+ consumers in Brazil and the emotional results of the discriminatory process. It investigates the theme using the Perceived Customer Discrimination metric by Klinner and Walsh (2013), which addresses the relationship between different types of discrimination (explicit, at the service level, and subtle) with the emotional results of frustration and helplessness. It is characterized as a quantitative study and used an online survey with a sample of 210 Brazilian participants, mostly residents of the southern region of the country. Data were analyzed via structural equation modeling and indicate that subtle discrimination is the most observed. Explicit and subtle discrimination are predictors of frustration and helplessness, and the construct with the greatest intensity of perceived discrimination is included in the dimension of discrimination in the act of care, with attitudes of contempt for identifying as LGBTI+. In theoretical terms, it elucidates the intersection between sexual diversity and consumer discrimination. In social terms, it provides evidence that can be used as subsidies for developing actions and campaigns aimed at preventing and combating violence and discrimination against LGBTI+ people. From a managerial perspective, it encourages marketers to realize the importance and experiences of these consumers and helps to manage inclusion, equality, and diversity.