%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 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 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 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 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 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