Cityside Financial Services disguised bank customers, serves as a mostly African-American urban communities and more affluent, predominantly white customers. To match the gender and racial composition of their employees that their customers, sales, Cityside in implementing an aggressive affirmative action hiring program. Program succeeded in increasing the number of women and 50% of all employees, and African-Americans and 53% of middle managers and 25% of managers. Cityside run a profitable business with high customer satisfaction rates, which were widely seen as a successful model of "business for a change." Thus, the bank was taken aback to discover the growing resentment and demoralization among African-American employees. "Hide
on Robin J. Ely, Ingrid Vargas Source: Harvard Business School 4 pages. Publication Date: December 10, 2004. Prod. #: 405047-PDF-ENG
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