Fake it to make it? : emotional labor reduces the racial disparity in service performance judgments
Year of publication: |
2019
|
---|---|
Authors: | Grandey, Alicia ; Houston, Lawrence ; Avery, Derek R. |
Published in: |
Journal of management. - London [u.a.] : Sage Publ., ISSN 1557-1211, ZDB-ID 2015295-4. - Vol. 45.2019, 5, p. 2163-2192
|
Subject: | stereotypes | expectation states | double standards | racial bias | emotional labor | emotion regulation | interpersonal warmth | job performance | customer service | Emotion | Ethnische Diskriminierung | Ethnic discrimination | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Schwarze Menschen | Black people | Arbeitsverhalten | Work behaviour |
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