TY - JOUR T1 - Fake it to make it: Emotional labor reduces the racial disparity in service performance judgments JF - Journal of Management Y1 - 2018 A1 - Grandey,Alicia A. A1 - Houston,Lawrence A1 - Avery,Derek KW - Management AB - Service 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. U2 - a U4 - 126919131136 ID - 126919131136 ER - TY - JOUR T1 - Good Actors but Bad Apples: Deviant Consequences of Daily Impression Management at Work JF - Journal of Applied Psychology Y1 - 2018 A1 - Klotz,Anthony A1 - He,Wei A1 - Yam,Kai Chi A1 - Bolino,Mark C A1 - Wei,Wu A1 - Houston,Lawrence KW - Management VL - 103 U2 - a U4 - 133273313280 ID - 133273313280 ER - TY - JOUR T1 - Not Too Tired to be Proactive: Daily Empowering Leadership Spurs Next-Morning Employee Proactivity as Moderated by Nightly Sleep Quality JF - Academy of Management Journal Y1 - 2018 A1 - Schilpzand,Pauline A1 - Houston,Lawrence A1 - Cho,Jeewon KW - Management VL - 61 CP - 6 U2 - a U4 - 132641691648 ID - 132641691648 ER - TY - HEAR T1 - The daily Effects of Humble (Caring) Leadership Depend on Whether the Leader is Abusive. Y1 - 2017 A1 - Schilpzand,Pauline A1 - Cho,Jeewon A1 - Houston,Lawrence KW - Management JA - The 33rd European Group for Organizational Studies (EGOS) Colloquium CY - Copenhagen, Denmark U2 - c U4 - 141654673408 ID - 141654673408 ER - TY - HEAR T1 - Ethical Leadership and Positive Organizational Behavior: The Role of Value-Similarity Y1 - 2017 A1 - Houston,Lawrence KW - Management JA - Academy of Management (AOM) CY - Atlanta GA U2 - c U4 - 144795566080 ID - 144795566080 ER - TY - HEAR T1 - An Examination of the Interplay between Impression Management and Gender on the Social Integration of Newcomers Y1 - 2017 A1 - Houston,Lawrence KW - Management JA - Academy of Management (AOM) CY - Atlanta GA U2 - c U4 - 144795703296 ID - 144795703296 ER - TY - HEAR T1 - Undermining yourself: A moral emotions perspective on the consequences of social undermining Y1 - 2017 A1 - Houston,Lawrence KW - Management JA - Society for Industrial and Organizational Psychology CY - Orlando FL U2 - c U4 - 144795787264 ID - 144795787264 ER - TY - JOUR T1 - Who Cares if "Service with a Smile" is Authentic?: An Expectancy-Based Model of Customer Race and Perceptions of Service Interactions JF - Organizational Behavior and Human Decision Processes Y1 - 2017 A1 - Houston,Lawrence A1 - Grandey,Alicia A. A1 - Sawyer,Katina KW - Management AB - “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. U2 - a U4 - 126870849536 ID - 126870849536 ER - TY - HEAR T1 - Withheld Disability Accommodation requests, perceived integration, and desire to stay Y1 - 2017 A1 - Durban,Colleen A1 - Baldridge,David A1 - Houston,Lawrence A1 - Yang,Liu-Qin KW - Management JA - Society for Industrial and Organizational Psychology CY - Orlando FL U2 - c U4 - 144795387904 ID - 144795387904 ER - TY - HEAR T1 - Withheld Disability Accommodation Requests, Perceived Integration and Desire to Stay Y1 - 2017 A1 - Durban,Colleen A1 - Baldridge,David A1 - Houston,Lawrence A1 - Yang,Liu-Qin KW - Management JA - Annual Conference of the Society for Industrial and Organizational Psychology CY - Orlando FL U2 - c U4 - 139283232768 ID - 139283232768 ER - TY - HEAR T1 - Can You See Me Now? Social Invisibility and Career Success for the Black Professional Class Y1 - 2016 A1 - Jones,Kisha S. A1 - Houston,Lawrence A1 - Johnson,Tiffany D. KW - Management JA - Academy of Management (AOM) CY - Anaheim, CA U2 - c U4 - 126869284864 ID - 126869284864 ER - TY - HEAR T1 - An Issue-selling Perspective on Women's Leadership in Male-dominated Contexts Y1 - 2016 A1 - Joshi,Aparna A1 - Humphrey,Stephen A1 - Houston,Lawrence A1 - Dwivedi,Priyanka KW - Management JA - Academy of Management (AOM) CY - Anaheim, CA U2 - c U4 - 126869479424 ID - 126869479424 ER - TY - HEAR T1 - A New Perspective on the Personal and Social Consequences of Creating Façades of Conformity at Work Y1 - 2016 A1 - Houston,Lawrence A1 - Grandey,Alicia A. KW - Management JA - Academy of Management (AOM) CY - Anaheim, CA U2 - c U4 - 126869178368 ID - 126869178368 ER - TY - HEAR T1 - Me According To Others: A New Perspective On Self-Presentations And The Socialization Of Racial Minorities Y1 - 2015 A1 - Houston,Lawrence KW - Management JA - Academy of Management (AOM) CY - Vancouver, BC, Canada U2 - c U4 - 121046548480 ID - 121046548480 ER - TY - HEAR T1 - Sugar and Spice and Everything Nice: Predicting the Success of Female Leaders’ Issue Selling Strategies Y1 - 2015 A1 - Joshi,Aparna A1 - Humphrey,Stephen A1 - Houston,Lawrence A1 - Dwivedi,Priyanka KW - Management JA - Academy of Management (AOM) CY - Vancouver, BC, Canada U2 - c U4 - 121046489088 ID - 121046489088 ER - TY - HEAR T1 - Black Sensitivity versus Adaptivity to White Service Providers’ Inauthenticity Y1 - 2014 A1 - Houston,Lawrence A1 - Grandey,Alicia A. A1 - Sawyer,Katina KW - Management JA - Society for Industrial and Organizational Psychology (SIOP) CY - Honolulu, HI U2 - c U4 - 121045997568 ID - 121045997568 ER - TY - JOUR T1 - A Meta-analytic Comparison of Self- and Other-Reported Organizational Citizenship Behavior. JF - Journal of Organizational Behavior Y1 - 2014 A1 - Carpenter,Nichelle A1 - Berry,Christopher A1 - Houston,Lawrence KW - Management VL - 35 CP - 4 U2 - a U4 - 109004298240 ID - 109004298240 ER - TY - HEAR T1 - Keepin’ it real: Race, Emotional Labor, and Service Performance Y1 - 2013 A1 - Grandey,Alicia A. A1 - Houston,Lawrence KW - Management JA - Society for Industrial and Organizational Psychology (SIOP) CY - Houston, TX. U2 - c U4 - 121046093824 ID - 121046093824 ER - TY - JOUR T1 - What We Don't Know Can Hurt Us: A Call for Stereotype-Congruent Impression Management Tactics JF - Industrial and Organizational Psychology-Perspectives on Science and Practice Y1 - 2013 A1 - Houston,Lawrence A1 - Grandey,Alicia A. KW - Management VL - 6 CP - 4 U2 - a U4 - 109004158976 ID - 109004158976 ER - TY - HEAR T1 - A Meta Analytic Comparison of Self and Other Reported Organizational Citizenship Behavior Y1 - 2012 A1 - Carpenter,Nichelle A1 - Houston,Lawrence A1 - Berry,Chris KW - Management JA - Society for Industrial and Organizational Psychology (SIOP) CY - San Diego, CA. U2 - c U4 - 121046312960 ID - 121046312960 ER - TY - HEAR T1 - Socialized inauthenticity: The Impact of Unit Surface Acting Norms on Individual Surface Y1 - 2012 A1 - Houston,Lawrence A1 - Maneotis,Sari A1 - Grandey,Alicia A. KW - Management JA - Academy of Management (AOM) CY - Boston, MA U2 - c U4 - 121046192128 ID - 121046192128 ER - TY - JOUR T1 - General Factor Loadings and Specific Effects of the Differential Ability Scales, Second Edition Composites JF - School Psychology Quarterly Y1 - 2011 A1 - Maynard,Jennifer L. A1 - Floyd,Randy G. A1 - Acklie,Teresa J. A1 - Houston,Lawrence KW - Management VL - 26 CP - 2 U2 - a U4 - 109004443648 ID - 109004443648 ER - TY - HEAR T1 - General Factor Loadings and Specific Effects of the Differential Ability Scales, Second Edition Composites Y1 - 2010 A1 - Floyd,Randy A1 - Maynard,Jennifer A1 - McGaughey,Theresa A1 - Houston,Lawrence KW - Management JA - Me According To Others: A New Perspective On Self-Presentations And The Socialization Of Racial Minorities CY - Chicago, IL U2 - c U4 - 121046650880 ID - 121046650880 ER -