Book ChapterDOI
Chapter 12 Exploring the Antecedent and Consequences of Authenticity of Emotional Expression
Sushanta Kumar Mishra
- Vol. 7
TLDR
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.read more
Citations
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Journal ArticleDOI
The right place for me: A moderated mediation model to explain the involvement of employees aged over 50 years
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.
References
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Journal ArticleDOI
The Ripple Effect: Emotional Contagion and Its Influence on Group Behavior
TL;DR: Group emotional contagion, the transfer of moods among people in a group, and its influence on work group dynamics was examined in a laboratory study of managerial decision making using multiple, c...
Journal ArticleDOI
Emotional Labor in Service Roles: The Influence of Identity
TL;DR: The authors argue that emotional labor may facilitate task effectiveness and self-expression, but it also may prime customer expectations that cannot be met and may trigger emotive dissonance and selfalienation.
Journal ArticleDOI
Beyond Money Toward an Economy of Well-Being
Ed Diener,Martin E. P. Seligman +1 more
TL;DR: It is argued that economic indicators were extremely important in the early stages of economic development, when the fulfillment of basic needs was the main issue and differences in well-being are less frequently due to income, and are more frequentlyDue to factors such as social relationships and enjoyment at work.
Journal ArticleDOI
When 'the show must go on': surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery
TL;DR: In this article, the authors discuss the importance of expressing positive emotions in service interactions, which helps satisfy customers. But employees cannot always feel positive and, to avoid breaking display rules, may act.
Journal ArticleDOI
The Role of Perceived Organizational Support and Supportive Human Resource Practices in the Turnover Process
TL;DR: In this paper, a model investigating antecedents of perceived organizational support and the role of POS in predicting voluntary turnover was developed and tested in two samples via structural equation modeling, finding that perceptions of supportive human resources practices contribute to the development of POS, and POS mediates their relationships with organizational commitment and job satisfaction.
Related Papers (5)
Linking emotional dissonance and organizational identification to turnover intention and emotional well‐being: A study of medical representatives in India
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Authenticity, employee silence, prohibitive voice, and the moderating effect of organizational identification
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