%0 Journal Article
%J Journal of Management
%D 2018
%T Fake it to make it: Emotional labor reduces the racial disparity in service performance judgments
%A Grandey,Alicia A.
%A Houston,Lawrence
%A Avery,Derek
%K Management
%X 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.
%B Journal of Management
%8 2018
%G eng
%2 a
%4 126919131136
%$ 126919131136

%0 Journal Article
%J Journal of Applied Psychology
%D 2018
%T Good Actors but Bad Apples: Deviant Consequences of Daily Impression Management at Work
%A Klotz,Anthony
%A He,Wei
%A Yam,Kai Chi
%A Bolino,Mark C
%A Wei,Wu
%A Houston,Lawrence
%K Management
%B Journal of Applied Psychology
%V 103
%P 1145-1154
%8 2018
%G eng
%2 a
%4 133273313280
%$ 133273313280

%0 Journal Article
%J Academy of Management Journal
%D 2018
%T Not Too Tired to be Proactive: Daily Empowering Leadership Spurs Next-Morning Employee Proactivity as Moderated by Nightly Sleep Quality
%A Schilpzand,Pauline
%A Houston,Lawrence
%A Cho,Jeewon
%K Management
%B Academy of Management Journal
%V 61
%P 2367-2387
%8 2018
%G eng
%N 6
%2 a
%4 132641691648
%$ 132641691648

%0 Generic
%D 2017
%T The daily Effects of Humble (Caring) Leadership Depend on Whether the Leader is Abusive.
%A Schilpzand,Pauline
%A Cho,Jeewon
%A Houston,Lawrence
%K Management
%B The 33rd European Group for Organizational Studies (EGOS) Colloquium
%C Copenhagen, Denmark
%8 2017
%G eng
%2 c
%4 141654673408
%$ 141654673408

%0 Generic
%D 2017
%T Ethical Leadership and Positive Organizational Behavior: The Role of Value-Similarity
%A Houston,Lawrence
%K Management
%B Academy of Management (AOM)
%C Atlanta GA
%8 2017
%G eng
%2 c
%4 144795566080
%$ 144795566080

%0 Generic
%D 2017
%T An Examination of the Interplay between Impression Management and Gender on the Social Integration of Newcomers
%A Houston,Lawrence
%K Management
%B Academy of Management (AOM)
%C Atlanta GA
%8 2017
%G eng
%2 c
%4 144795703296
%$ 144795703296

%0 Generic
%D 2017
%T Undermining yourself: A moral emotions perspective on the consequences of social undermining
%A Houston,Lawrence
%K Management
%B Society for Industrial and Organizational Psychology
%C Orlando FL
%8 2017
%G eng
%2 c
%4 144795787264
%$ 144795787264

%0 Journal Article
%J Organizational Behavior and Human Decision Processes
%D 2017
%T Who Cares if "Service with a Smile" is Authentic?: An Expectancy-Based Model of Customer Race and Perceptions of Service Interactions
%A Houston,Lawrence
%A Grandey,Alicia A.
%A Sawyer,Katina
%K Management
%X “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.
%B Organizational Behavior and Human Decision Processes
%8 2017
%G eng
%2 a
%4 126870849536
%$ 126870849536

%0 Generic
%D 2017
%T Withheld Disability Accommodation requests, perceived integration, and desire to stay
%A Durban,Colleen
%A Baldridge,David
%A Houston,Lawrence
%A Yang,Liu-Qin
%K Management
%B Society for Industrial and Organizational Psychology
%C Orlando FL
%8 2017
%G eng
%2 c
%4 144795387904
%$ 144795387904

%0 Generic
%D 2017
%T Withheld Disability Accommodation Requests, Perceived Integration and Desire to Stay
%A Durban,Colleen
%A Baldridge,David
%A Houston,Lawrence
%A Yang,Liu-Qin
%K Management
%B Annual Conference of the Society for Industrial and Organizational Psychology
%C Orlando FL
%8 2017
%G eng
%2 c
%4 139283232768
%$ 139283232768

%0 Generic
%D 2016
%T Can You See Me Now? Social Invisibility and Career Success for the Black Professional Class
%A Jones,Kisha S.
%A Houston,Lawrence
%A Johnson,Tiffany D.
%K Management
%B Academy of Management (AOM)
%C Anaheim, CA
%8 2016
%G eng
%2 c
%4 126869284864
%$ 126869284864

%0 Generic
%D 2016
%T An Issue-selling Perspective on Women's Leadership in Male-dominated Contexts
%A Joshi,Aparna
%A Humphrey,Stephen
%A Houston,Lawrence
%A Dwivedi,Priyanka
%K Management
%B Academy of Management (AOM)
%C Anaheim, CA
%8 2016
%G eng
%2 c
%4 126869479424
%$ 126869479424

%0 Generic
%D 2016
%T A New Perspective on the Personal and Social Consequences of Creating Façades of Conformity at Work
%A Houston,Lawrence
%A Grandey,Alicia A.
%K Management
%B Academy of Management (AOM)
%C Anaheim, CA
%8 2016
%G eng
%2 c
%4 126869178368
%$ 126869178368

%0 Generic
%D 2015
%T Me According To Others: A New Perspective On Self-Presentations And The Socialization Of Racial Minorities
%A Houston,Lawrence
%K Management
%B Academy of Management (AOM)
%C Vancouver, BC, Canada
%8 2015
%G eng
%2 c
%4 121046548480
%$ 121046548480

%0 Generic
%D 2015
%T Sugar and Spice and Everything Nice: Predicting the Success of Female Leaders’ Issue Selling Strategies
%A Joshi,Aparna
%A Humphrey,Stephen
%A Houston,Lawrence
%A Dwivedi,Priyanka
%K Management
%B Academy of Management (AOM)
%C Vancouver, BC, Canada
%8 2015
%G eng
%2 c
%4 121046489088
%$ 121046489088

%0 Generic
%D 2014
%T Black Sensitivity versus Adaptivity to White Service Providers’ Inauthenticity
%A Houston,Lawrence
%A Grandey,Alicia A.
%A Sawyer,Katina
%K Management
%B Society for Industrial and Organizational Psychology (SIOP)
%C Honolulu, HI
%8 2014
%G eng
%2 c
%4 121045997568
%$ 121045997568

%0 Journal Article
%J Journal of Organizational Behavior
%D 2014
%T A Meta-analytic Comparison of Self- and Other-Reported Organizational Citizenship Behavior.
%A Carpenter,Nichelle
%A Berry,Christopher
%A Houston,Lawrence
%K Management
%B Journal of Organizational Behavior
%V 35
%P 547-574
%8 2014
%G eng
%N 4
%2 a
%4 109004298240
%$ 109004298240

%0 Generic
%D 2013
%T Keepin’ it real: Race, Emotional Labor, and Service Performance
%A Grandey,Alicia A.
%A Houston,Lawrence
%K Management
%B Society for Industrial and Organizational Psychology (SIOP)
%C Houston, TX.
%8 2013
%G eng
%2 c
%4 121046093824
%$ 121046093824

%0 Journal Article
%J Industrial and Organizational Psychology-Perspectives on Science and Practice
%D 2013
%T What We Don't Know Can Hurt Us: A Call for Stereotype-Congruent Impression Management Tactics
%A Houston,Lawrence
%A Grandey,Alicia A.
%K Management
%B Industrial and Organizational Psychology-Perspectives on Science and Practice
%V 6
%P 433-437
%8 2013
%G eng
%N 4
%2 a
%4 109004158976
%$ 109004158976

%0 Generic
%D 2012
%T A Meta Analytic Comparison of Self  and Other Reported Organizational Citizenship Behavior
%A Carpenter,Nichelle
%A Houston,Lawrence
%A Berry,Chris
%K Management
%B Society for Industrial and Organizational Psychology (SIOP)
%C San Diego, CA.
%8 2012
%G eng
%2 c
%4 121046312960
%$ 121046312960

%0 Generic
%D 2012
%T Socialized inauthenticity: The Impact of Unit Surface Acting Norms on Individual Surface
%A Houston,Lawrence
%A Maneotis,Sari
%A Grandey,Alicia A.
%K Management
%B Academy of Management (AOM)
%C Boston, MA
%8 2012
%G eng
%2 c
%4 121046192128
%$ 121046192128

%0 Journal Article
%J School Psychology Quarterly
%D 2011
%T General Factor Loadings and Specific Effects of the Differential Ability Scales, Second Edition Composites
%A Maynard,Jennifer L.
%A Floyd,Randy G.
%A Acklie,Teresa J.
%A Houston,Lawrence
%K Management
%B School Psychology Quarterly
%V 26
%P 108
%8 2011
%G eng
%N 2
%2 a
%4 109004443648
%$ 109004443648

%0 Generic
%D 2010
%T General Factor Loadings and Specific Effects of the Differential Ability Scales, Second Edition Composites
%A Floyd,Randy
%A Maynard,Jennifer
%A McGaughey,Theresa
%A Houston,Lawrence
%K Management
%B Me According To Others: A New Perspective On Self-Presentations And The Socialization Of Racial Minorities
%C Chicago, IL
%8 2010
%G eng
%2 c
%4 121046650880
%$ 121046650880