Final answer:
Hertz's differential advantage in their customer contact audit was discrimination, specifically racial disparities in housing opportunities.
Step-by-step explanation:
The differential advantage that Hertz created in their customer contact audit was discrimination. Discrimination involves treating people unfairly or unequally based on certain characteristics, such as race. In the case of Hertz's customer contact audit, discrimination was measured in terms of racial disparities in housing opportunities.
As part of the audit, two auditors—one white and one Black—would visit a housing agent and inquire about the availability of housing units. If the Black auditor received fewer offers or differential treatment compared to the white auditor, it indicated discrimination. For example, historically, Black housing seekers in the United States were informed about 30% fewer available housing units compared to whites.
This differential advantage created by Hertz's customer contact audit highlighted the existence of racial discrimination in the housing market, helping housing organizations identify and address disparities. By measuring and exposing discrimination, companies like Hertz can take steps to improve equality and fairness in their services and operations.