References

• 1979In-group bias in the minimal intergroup situation: A cognitive-motivational analysis.3,398 cited
• 1992Conducting Interaction: Patterns of Behavior in Focused Encounters.1,634 cited
• 2014Embodied Interaction: Language And Body In The Material World1,131 cited
• 2006Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships1,050 cited
• 2010Video in Qualitative Research: Analysing Social Interaction in Everyday Life834 cited
• 2011Whites See Racism as a Zero-Sum Game That They Are Now Losing828 cited
• 2002Antecedents and consequences of attributions to discrimination: Theoretical and empirical advances680 cited
• 2000Service quality perspectives and satisfaction in private banking498 cited
• 2004Gaining Compliance and Losing Weight: The Role of the Service Provider in Health Care Services315 cited
• 2014Rejected, Shackled, and Alone: The Impact of Systemic Restricted Choice on Minority Consumers' Construction of Self246 cited
• 2007A Cultural Models Approach to Service Recovery192 cited
• 2017Microaggressions, Equality, and Social Practices168 cited
• 2010An Examination of Whether and How Racial and Gender Biases Influence Customer Satisfaction153 cited
• 2005Courting Customers: Assessing Consumer Racial Profiling and other Marketplace Discrimination