Several cues…but a few obvious cues are…
On average, people recognize…don’t discount the idea…motivation to attend…
Misalignment
signal dishonesty…calls into question integrity
Low: Undermines credibility...more critical…less trusting in performance
High: Relax and expend little energy scrutinizing…
Integrity main predictor of dissatisfaction with performance
Expectations
Expectancy confirmation theory
form expectations of impending…
form perceptions of provider’s behaviors
determine whether behaviors performed met or disconfirm expectations
use info to form evaluative judgments of performance
faking it satisfy “service with a smile”
genuine…beyond job description/role
On average, display authenticity is used as information to form social judgments about the provider and judgment about behaviors performed
Blacks and Whites’ different service experiences (dishonesty & unfriendly)
Blacks are more likely to use deception cues…
Blacks lower expectations…friendly expressions exceed expectations
Define
Repeated Exposure chronicity = perceptual readiness and use
From this perspective…Blacks more likely to have experienced dishonest treatment...
Simons et al.,
Unsure: sensitivity vs. more experienced dishonesty
Dishonesty in service context (empirical evidence)
Adaptation level theory
Less reactive to stimuli
From this perspective…Blacks more likely to experience interpersonal mistreatment
Thau et al.
Non-contingent punishment…supervisor-rated OCB (neg and sig for Whites only)
Service experience (greeted in unfriendly tone; shop lifters)
Southern University
Mostly Female
No racial differences in ability to detect inauthenticity….
Task performance = Performed services right the first time” and “Provided services at the expected time
Used Mplus…Path Analysis
Edwards & Lambert: Bootstrap (bias corrected CI)
No sig difference in strength of indirect effects
