Who cares if “service with a smile” is authentic? An expectancy-based model of customer race and differential service reactions

Organizational Behavior and Human Decision Processes

Volumn 144, Issue , 2018, Pages 85-96

  Houston, Lawrence ^a   Grandey, Alicia A ^b   Sawyer, Katina ^c  

^a OREGON STATE UNIVERSITY   (United States)

^b PENNSYLVANIA STATE UNIVERSITY   (United States)

^c VILLANOVA UNIVERSITY   (United States)

Author keywords

Authenticity; Customer satisfaction; Diversity; Emotional labor; Emotions; Expectation disconfirmation; Race; Trust

Indexed keywords

EID: 85033584737     PISSN: 07495978     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.obhdp.2017.10.001     Document Type: Article

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