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Book ChapterDOI

Chapter 12 Exploring the Antecedent and Consequences of Authenticity of Emotional Expression

29 Jul 2011-Vol. 7
TL;DR: In this paper, the authors explored the antecedent and consequences of sales employees' authenticity of emotional expression during customer interactions and found a significant effect of authenticity on employees' well-being and turnover intention.
Abstract: The study explores the antecedent and consequences of sales employees' authenticity of emotional expression during customer interactions. Based on a survey of 468 medical sales representatives (MSRs) in India, the study found a significant effect of authenticity of emotional expression on employees' well-being and turnover intention. Organizational identification was found to be an antecedent of authenticity of emotional expression. The mediation effect of authenticity of emotional expression in explaining the relationship between organizational identification and well-being was supported. However, contrary to the hypothesis, the study found no mediation effect of authenticity of emotional expression on the relationship between organizational identification and turnover intention. The study addresses an important yet neglected issue: how authenticity might meaningfully contribute to the advancement of theory and practice in business.
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Journal ArticleDOI
TL;DR: In this paper, a moderated mediational model was tested where older workers' involvement was associated with organizational identification and authenticity, and the association between POS, identity-related measures, and involvement was moderated by age-based discrimination.
Abstract: Over the past decades, employment rates of older workers in most Western countries have rapidly increased. Hence, there is a growing interest in identifying the organizational dimensions that might impact the psychosocial adjustment of workers aged over 50 years. This study focuses on perceived organizational support (POS) and identity‐related measures (identification and authenticity) as key organizational components for workers at this stage of life. Furthermore, in the relationships discussed, we explore the moderating role of perceived age discrimination. In an ample sample of older workers (N = 4,563, aged 50–66 years), a moderated mediational model was tested where older workers' involvement was associated to POS. In the model, this relationship was mediated by organizational identification and authenticity, and the association between POS, identity‐related measures, and involvement was moderated by age‐based discrimination. Results showed that POS is associated with organizational involvement via organizational identification and authenticity and that high level of age discrimination decreased the positive association between POS, organizational identification, authenticity, and involvement.

3 citations

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Journal ArticleDOI
TL;DR: In this article, a field study examined leisure employees' emotional expression and its effects on clients' satisfaction with group fitness classes and found that participants were 132 clients of five fitness instructors.
Abstract: This field study examined leisure employees' emotional expression, and its effects on clients' satisfaction with group fitness classes. Participants were 132 clients of five fitness instructors at ...

45 citations

Journal ArticleDOI
TL;DR: In this article, the authors evaluate salesperson authenticity and its relationship to performance, professional commitment, and intent to stay in the profession, and report results intended to address this void.
Abstract: Salespeople have traditionally been viewed as phony and manipulative. However, the profession is evolving to become more customer-needs focused. This research is developed to evaluate salesperson authenticity and its relationship to performance, professional commitment, and intent to stay in the profession. To date, no reported personal selling research has specifically explored these variables. This research reports results intended to address this void. Implications for personal selling and sales management practice and research are offered.

40 citations