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.
Citations
More filters
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
References
More filters
Posted Content•
TL;DR: In this paper, the authors propose that the relationship between identification and turnover will be mediated by job satisfaction as the more specific evaluation of one's task and working conditions, which in turn predicts turnover intentions.
Abstract: The social identity approach is a powerful theoretical framework for the understanding of individuals' behaviour. The main argument is that individuals think and act on behalf of the group they belong to because this group membership adds to their social identity, which partly determines one's self-esteem. In the organizational world, social identity and self-categorization theories state that a strong organizational identification is associated with low turnover intentions. Because identification is the more general perception of shared fate between employee and organization, we propose that the relationship between identification and turnover will be mediated by job satisfaction as the more specific evaluation of one's task and working conditions. In four samples we found organizational identification feeding into job satisfaction, which in turn predicts turnover intentions.
545 citations
TL;DR: In this paper, the authors define authenticity as a commitment to self-values, and use it to better conceptualize self in a way that explicitly incorporates the cultural implications of today's post-industrial society.
Abstract: The transition from industrial to postindustrial society and from modern to postmodern culture has led to increased interest in authenticity. Such interest is widespread not only among those studying changes in social structure and culture but also among those who adhere to the social psychological tenet that self reflects society, and society, the self. In this article, I specify how issues of authenticity have become a pervasive part of our culture, our institutions, and our individual selves. Building on both Rosenberg and Turner, I conceptualize authenticity in terms of a commitment to self-values. The relevance of this conceptualization is illustrated, first by demonstrating its implications for identity theory and second through its implicit use by others writing about the contemporary experience of being oneself. I conclude with a discussion of how this approach to authenticity may be used by social scientists to better conceptualize self in a way that explicitly incorporates the cultural implications of today's postindustrial society.
519 citations
TL;DR: In this article, the authors propose that the relationship between identification and turnover will be mediated by job satisfaction as the more specific evaluation of ones task and working conditions, which in turn predicts turnover intentions.
Abstract: The social identity approach is a powerful theoretical framework for the understanding of individuals behaviour The main argument is that individuals think and act on behalf of the group they belong to because this group membership adds to their social identity, which partly determines ones self-esteem In the organizational world, social identity and self-categorization theories state that a strong organizational identification is associated with low turnover intentions Because identification is the more general perception of shared fate between employee and organization, we propose that the relationship between identification and turnover will be mediated by job satisfaction as the more specific evaluation of ones task and working conditions In four samples we found organizational identification feeding into job satisfaction, which in turn predicts turnover intentions
501 citations
TL;DR: In this paper, a dynamic, process-oriented approach to understand emotional labor is presented, utilizing concepts from control theory models of behavioral self-regulation, where the goal hierarchy aspect of control theory is used to describe emotional labor in the broader context of job performance.
Abstract: A dynamic, process-oriented approach to understanding emotional labor is presented, utilizing concepts from control theory models of behavioral self-regulation. Emotional labor is characterized as involving a discrepancy monitoring and reduction process, whereby perceptions of emotional displays and emotional display rules are continuously compared. If a discrepancy between emotional displays and display rules is detected, individuals are proposed to use emotion regulation strategies to reduce the discrepancy. The goal hierarchy aspect of control theory is used to describe emotional labor in the broader context of job performance and explain how positive and negative outcomes can result from the emotional labor process. Propositions are developed throughout the paper. Copyright © 2003 John Wiley & Sons, Ltd.
471 citations
TL;DR: In this paper, Feldman and Lynch's theory of self-generated validity was used to identify five conditions under which context effects are most likely to occur and to have an impact on substantive conclusions.
425 citations