@article {1972711, title = {An examination of whether and how racial and gender biases influence customer satisfaction ratings.}, journal = {Academy of Management Journal}, volume = {53}, year = {2010}, month = {2010}, pages = {238-264.}, keywords = {Management}, author = {Hekman,David R and Aquino,Karl and Owens,Bradley and Mitchell,Terrence R and Schilpzand,Pauline and Leavitt,Keith} }