01636nas a2200145   4500008004100000245013800041210006900179260000900248520101500257653001501272100002201287700002401309700001901333856013801352       2017                        eng d00aWho Cares if "Service with a Smile" is Authentic?: An Expectancy-Based Model of Customer Race and Perceptions of Service Interactions0 aWho Cares if Service with a Smile is Authentic An ExpectancyBase  c20173 a“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.10aManagement1 aHouston, Lawrence1 aGrandey, Alicia, A.1 aSawyer, Katina  uhttps://dev.business.oregonstate.edu/biblio/who-cares-if-service-smile-authentic-expectancy-based-model-customer-race-and-perceptions00555nas a2200133   4500008004100000245008500041210006900126260002300195653001500218100002200233700002400255700001900279856012300298       2014                        eng d00aBlack Sensitivity versus Adaptivity to White Service Providers’ Inauthenticity0 aBlack Sensitivity versus Adaptivity to White Service Providers I  aHonolulu, HIc201410aManagement1 aHouston, Lawrence1 aGrandey, Alicia, A.1 aSawyer, Katina  uhttps://dev.business.oregonstate.edu/biblio/black-sensitivity-versus-adaptivity-white-service-providers-inauthenticity