Who cares if "service with a smile" is authentic? : an expectancy-based model of customer race and differential service reactions
Lawrence Houston, Alicia A. Grandey, Katina Sawyer
| Year of publication: |
January 2018
|
|---|---|
| Authors: | Houston, Lawrence ; Grandey, Alicia ; Sawyer, Katina |
| Published in: |
Organizational behavior and human decision processes : a journal of fundamental research and theory in applied psychology. - Amsterdam [u.a.] : Elsevier, ISSN 0749-5978, ZDB-ID 629198-3. - Vol. 144.2018, p. 85-96
|
| Subject: | Emotional labor | Authenticity | Customer satisfaction | Trust | Expectation disconfirmation | Emotions | Race | Diversity | Emotion | Kundenzufriedenheit | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Vertrauen | Confidence | Rasse | Glaubwürdigkeit | Credibility | Ethnische Diskriminierung | Ethnic discrimination |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.obhdp.2017.10.001 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011843683