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
Is “service with a smile” enough? Authenticity of positive displays during service encounters
TL;DR: This paper found that display authenticity had a direct effect on customer satisfaction, regardless of task performance (which was generally high) and busyness, but only influenced customer satisfaction when tasks were performed well.
Book
Authenticity: What Consumers Really Want
James H. Gilmore,B. Joseph Pine +1 more
TL;DR: Gilmore and Pine as discussed by the authors argue that to trounce rivals companies must grasp, manage, and excel at rendering authenticity, and show how to manage customers' perception of authenticity by recognizing how businesses "fake it," appealing to the five different genres of authenticity; charting how to be "true to self" and what you say you are; and crafting and implementing business strategies for rendering authenticity.
Journal ArticleDOI
Loyal from day one: biodata, organizational identification, and turnover among newcomers
Fred A. Mael,Blake E. Ashforth +1 more
TL;DR: In this paper, the authors attempted to use biodata to uncover behavioral and experiential antecedents of organizational identification (OID), and to demonstrate one way in which theory can be used in the development and analysis of objective biodata.
Journal ArticleDOI
The rhetoric of identification and the study of organizational communication
TL;DR: In this article, the authors argue that scholars of rhetoric and communication broaden their conception and application of Kenneth Burke's "rhetoric of identification" and offer the individual-organization relationship as an exemplar for understanding and examining the rhetoric of identification.
Journal ArticleDOI
Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms
John Schaubroeck,James R. Jones +1 more
TL;DR: In this article, the authors distinguished between two modal emotional display rules, demands to express positive efference and demands to suppress negative efference, that partially constitute the work roles of many employees.
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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