01919nas a2200145   4500008004100000245010200041210006900143260000900212520134300221653001501564100002401579700002201603700001701625856013101642       2018                        eng d00aFake it to make it: Emotional labor reduces the racial disparity in service performance judgments0 aFake it to make it Emotional labor reduces the racial disparity   c20183 aService providers who are Black tend to be evaluated less favorably than those who are White, hindering opportunities for advancement. We propose that the Black-White racial disparity in service performance evaluations is due to occupational-racial stereotype incongruence for interpersonal warmth, and that more emotional labor is necessary from Blacks to reduce this incongruence. A pilot study manipulating employee race and occupation confirmed warmth and person-occupation fit judgments are lower for an otherwise equal Black than White service provider. We then demonstrate the racial disparity in service performance is due to interpersonal warmth differences in an experimental study with participants evaluating videos of retail clerks (Study 1) and a multi-source field study of grocery clerks with supervisor-rated judgments (Study 2). Furthermore, White service providers are rated highly regardless of emotional labor, but performing more emotional labor (i.e., amplifying positive expressions) is necessary for Black providers to increase warmth judgments and reduce the racial disparity. In other words, Black providers are held to a higher standard where they must “fake it to make it” in service roles. We discuss implications for stereotype fit and expectation states theory, emotional labor, and service management.10aManagement1 aGrandey, Alicia, A.1 aHouston, Lawrence1 aAvery, Derek  u/biblio/fake-it-make-it-emotional-labor-reduces-racial-disparity-service-performance-judgments01632nas a2200145   4500008004100000245013800041210006900179260000900248520101500257653001501272100002201287700002401309700001901333856013401352       2017                        eng d00aWho Cares if "Service with a Smile" is Authentic?: An Expectancy-Based Model of Customer Race and Perceptions of Service Interactions0 aWho Cares if Service with a Smile is Authentic An ExpectancyBase  c20173 a“Service with a smile” improves performance ratings, but it is unclear whether that smile must always be authentic. We propose that reactions to a service employee’s display authenticity may depend on the customer’s race, due to a history of differential service experiences. Further, we propose that these experiences inform customers’ expectations, such that White customers are more likely than Black customers to expect friendly “service with a smile.” To test this conjecture, we first confirm that Blacks have lower service performance expectations than Whites due to a history of mistreatment in a service context. In two experimental studies and a field study, we then show that authenticity is a stronger predictor of performance-based evaluations (i.e., exceeded expectations) for White customers than for Black customers. Our findings underscore the impact of the racially biased treatment that Black customers have come to expect and the challenge of pleasing a diverse customer base.10aManagement1 aHouston, Lawrence1 aGrandey, Alicia, A.1 aSawyer, Katina  u/biblio/who-cares-if-service-smile-authentic-expectancy-based-model-customer-race-and-perceptions00546nas a2200121   4500008004100000245010500041210006900146260002200215653001500237100002200252700002400274856012600298       2016                        eng d00aA New Perspective on the Personal and Social Consequences of Creating Façades of Conformity at Work0 aNew Perspective on the Personal and Social Consequences of Creat  aAnaheim, CAc201610aManagement1 aHouston, Lawrence1 aGrandey, Alicia, A.  u/biblio/new-perspective-personal-and-social-consequences-creating-facades-conformity-work00551nas a2200133   4500008004100000245008500041210006900126260002300195653001500218100002200233700002400255700001900279856011900298       2014                        eng d00aBlack Sensitivity versus Adaptivity to White Service Providers’ Inauthenticity0 aBlack Sensitivity versus Adaptivity to White Service Providers I  aHonolulu, HIc201410aManagement1 aHouston, Lawrence1 aGrandey, Alicia, A.1 aSawyer, Katina  u/biblio/black-sensitivity-versus-adaptivity-white-service-providers-inauthenticity00485nas a2200121   4500008004100000245007000041210006400111260002300175653001500198100002400213700002200237856010400259       2013                        eng d00aKeepin’ it real: Race, Emotional Labor, and Service Performance0 aKeepin it real Race Emotional Labor and Service Performance  aHouston, TX.c201310aManagement1 aGrandey, Alicia, A.1 aHouston, Lawrence  u/biblio/keepin-it-real-race-emotional-labor-and-service-performance00572nas a2200145   4500008004100000245009800041210006900139260000900208300001200217490000600229653001500235100002200250700002400272856013000296       2013                        eng d00aWhat We Don't Know Can Hurt Us: A Call for Stereotype-Congruent Impression Management Tactics0 aWhat We Dont Know Can Hurt Us A Call for StereotypeCongruent Imp  c2013  a433-4370 v610aManagement1 aHouston, Lawrence1 aGrandey, Alicia, A.  u/biblio/what-we-dont-know-can-hurt-us-call-stereotype-congruent-impression-management-tactics00560nas a2200133   4500008004100000245009300041210006900134260002100203653001500224100002200239700001900261700002400280856012200304       2012                        eng d00aSocialized inauthenticity: The Impact of Unit Surface Acting Norms on Individual Surface0 aSocialized inauthenticity The Impact of Unit Surface Acting Norm  aBoston, MAc201210aManagement1 aHouston, Lawrence1 aManeotis, Sari1 aGrandey, Alicia, A.  u/biblio/socialized-inauthenticity-impact-unit-surface-acting-norms-individual-surface