Trust in the supervisor and authenticity in service roles
27 Jul 2014-Journal of Service Management (Emerald Group Publishing Limited)-Vol. 25, Iss: 3, pp 411-426
TL;DR: In this paper, the authors proposed a hierarchical linear model to analyze the relationship between trust in the supervisor and authentic emotional displays in service encounters, according to both employees' self-reports and customers' evaluations.
Abstract: Purpose – Prior theoretical research focuses primarily on inauthentic emotional displays during the enactment of service roles, in the form of emotional labour, with little attention paid to factors that promote genuine emotional expressions during employees’ customer interactions. The purpose of this paper is to propose a model in which employee trust in the supervisor leads to more authentic emotional displays. Supervisors’ positive and negative affectivity constitute antecedents of this trust. Design/methodology/approach – To analyse the data, collected from supervisors and employee–customer dyads, this study used hierarchical linear modelling. Findings – Trust in the supervisor relates to authentic emotional displays in service encounters, according to both employees’ self-reports and customers’ evaluations. Supervisors’ positive affectivity relates positively to employees’ trust; trust mediates the relationship of affectivity with employees’ authentic emotional displays. Practical implications – Posi...
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TL;DR: In this paper, the authors determine if there are links between interpersonal trust and competences, relations, and cooperation in Polish telecommunications companies and examine which factors affect trust in co-workers and managers in sustainable organizations.
Abstract: The purpose of this paper is to determine if there are links between interpersonal trust and competences, relations, and cooperation in Polish telecommunications companies It examines which factors affect trust in co-workers and managers in sustainable organizations The paper surveys a sample of 175 employees of telecommunications companies in Poland by means of a questionnaire The results indicate that competences, relations, and cooperation are related to interpersonal trust Regression analysis showed that competences and relations predict a significant variance in trust amongst co-workers Additionally, cooperation contributes to prediction of trust in mangers Given the importance of trust in sustainable organizations, better comprehension of which factors are related to team confidence provides valuable information for stakeholders and about how to improve interpersonal trust in sustainable organizations
33 citations
TL;DR: In this article, the authors investigated the reciprocal nature of service interactions and the importance of taking both customers and service providers into account when delivering high-quality service is the goal, by proposing that employees' emotional labor strategies are influenced by customer displays of emotion.
Abstract: Purpose
This paper aims to explore service encounters from a social behavior perspective. By proposing that employees’ emotional labor strategies are influenced by customer displays of emotion, this paper answers calls to investigate the reciprocal nature of service interactions and the importance of taking both customers and service providers into account when delivering high-quality service is the goal.
Design/methodology/approach
The sample consisted of 121 dyads of customers and service employees from hairstyling salons. Data were collected from observations of the customers’ emotional displays, self-report surveys administered to the service employees measuring strategies of emotional labor and self-report surveys administered to the customers to assess their rapport with the service providers and their loyalty intentions.
Findings
Length of acquaintance was positively related to customers’ positive display, which mediated the relationship between length of acquaintance and employee-customer rapport. Customers’ positive display was negatively related to employees’ deep acting (i.e. modifying inner feelings) but not to surface acting (i.e. modifying superficial expressions). Customers’ positive display and employees’ surface acting were related to loyalty intentions through the mediation of rapport.
Originality/value
This study provides a better understanding of the customer’s role as the target, and a possible cause of emotional regulation among service employees. It underscores the role of service relationships in customers’ emotional behavior and customer-related outcomes.
26 citations
TL;DR: This paper investigated the role of motivational orientations (i.e., regulatory focus) in customer reactions to authentic displays and found that inauthentic displays have stronger negative effects on service performance for prevention-focused than for promotion-focused customers.
Abstract: Despite growing managerial interest in frontline employee behavior, and in display authenticity specifically, customers’ heterogeneous reactions to authentic displays have received little scholarly attention. Drawing on emotion as social information theory, we investigate the role of motivational orientations (i.e., regulatory focus) in customer reactions to authentic displays. The findings show that inauthentic displays have stronger negative effects on service performance for prevention-focused than for promotion-focused customers. A dyadic field study details these effects in terms of tipping, and three experiments provide further evidence by experimentally manipulating authenticity and regulatory focus. The conditional effect of authenticity on service performance also is mediated by inferred deception. Specifically, prevention-focused customers interpret inauthentic emotion displays as more deceptive than promotion-focused customers do. Managers should prime customers’ promotion focus using marketing communications before the service delivery when inauthentic displays are likely as well as consider customers’ regulatory focus when designing authenticity training for employees.
24 citations
Cites background from "Trust in the supervisor and authent..."
...Authenticity (Yagil 2014) The emotions I expressed to these customers were genuine....
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...…could also test whether the adoption of a display authenticity approach to emotional labor (EL) based on employee selfreports (Brach et al. 2015; Yagil 2014; Yagil and ShnapperCohen 2016) requires introspection and a reflection of the employees’ intrapsychic experience; and whether mixing…...
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TL;DR: In this paper, the structural relationship among perceived service authenticity, positive emotions and revisit intention using AMOS was examined, and a multigroup analysis was conducted to identify the moderating effect of individuals' psychological traits (i.e. nostalgia proneness).
Abstract: This paper aims to report that authenticity is a crucial factor in determining consumer behavior. To ensure that customers feel a sense of authenticity, service organizations and researchers must understand the factors that convey perceived authenticity. Therefore, this study uses multiple features of perceived service authenticity (i.e. continuity, consistency, uniqueness, talent, scarcity, honesty and traditional) and examines their effects on positive emotions in a traditional restaurant service context.,A total of 342 surveys were collected using a panel data service in China. This study examined the structural relationships among perceived service authenticity, positive emotions and revisit intention using AMOS. Additionally, a multigroup analysis was conducted to identify the moderating effect of individuals’ psychological traits (i.e. nostalgia proneness).,The results indicated that all service authenticity dimensions except continuity significantly enhance positive emotions. Furthermore, positive emotions significantly enhanced revisit intention. The results also revealed that nostalgia proneness moderates the effects of service authenticity on positive emotions.,The results provide important insights into how to increase customers’ perceived service authenticity and positive emotions.,This research is a pioneering effort to conceptualize a multiple-dimensional structure of the authenticity model and test its appropriateness in a traditional restaurant context. Furthermore, this study is one of the first attempts to develop an authenticity model that links service authenticity, positive emotions, revisit intention and the moderator of nostalgia proneness based on the Mehrabian and Russell model.
20 citations
TL;DR: Wang et al. as mentioned in this paper investigated the relationships between three different emotional labor strategies (surface acting, deep acting, and genuine emotions) and turnover intentions and introduced the role of in-depth communication with colleagues as a potential moderator.
Abstract: This study investigates the relationships between three different emotional labor strategies (surface acting, deep acting, and genuine emotions) and turnover intentions and introduces the role of in-depth communication with colleagues as a potential moderator. This study was administered to employees in four Chinese hotel companies. Frontline employees were asked to participate in the survey and 216 valid responses were obtained for data analysis. The results showed that surface acting and deep acting were associated with turnover intentions, and in-depth communication with colleagues moderated the relation between deep acting and turnover intentions. Although there was not a direct effect of genuine emotions on turnover intentions, in-depth communication was a significant moderator of this relation. These findings extend previous literature by demonstrating the role of in-depth communication in shaping employees’ retention.
15 citations
Cites background from "Trust in the supervisor and authent..."
...However, prior theoretical research mainly focuses on inauthentic emotional displays, with little attention paid to genuine emotions during employees’ interactions with customers and colleagues (Yagil, 2014)....
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References
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Book•
01 Jan 1983
TL;DR: In this Section: 1. Multivariate Statistics: Why? and 2. A Guide to Statistical Techniques: Using the Book Research Questions and Associated Techniques.
Abstract: In this Section: 1. Brief Table of Contents 2. Full Table of Contents 1. BRIEF TABLE OF CONTENTS Chapter 1 Introduction Chapter 2 A Guide to Statistical Techniques: Using the Book Chapter 3 Review of Univariate and Bivariate Statistics Chapter 4 Cleaning Up Your Act: Screening Data Prior to Analysis Chapter 5 Multiple Regression Chapter 6 Analysis of Covariance Chapter 7 Multivariate Analysis of Variance and Covariance Chapter 8 Profile Analysis: The Multivariate Approach to Repeated Measures Chapter 9 Discriminant Analysis Chapter 10 Logistic Regression Chapter 11 Survival/Failure Analysis Chapter 12 Canonical Correlation Chapter 13 Principal Components and Factor Analysis Chapter 14 Structural Equation Modeling Chapter 15 Multilevel Linear Modeling Chapter 16 Multiway Frequency Analysis 2. FULL TABLE OF CONTENTS Chapter 1: Introduction Multivariate Statistics: Why? Some Useful Definitions Linear Combinations of Variables Number and Nature of Variables to Include Statistical Power Data Appropriate for Multivariate Statistics Organization of the Book Chapter 2: A Guide to Statistical Techniques: Using the Book Research Questions and Associated Techniques Some Further Comparisons A Decision Tree Technique Chapters Preliminary Check of the Data Chapter 3: Review of Univariate and Bivariate Statistics Hypothesis Testing Analysis of Variance Parameter Estimation Effect Size Bivariate Statistics: Correlation and Regression. Chi-Square Analysis Chapter 4: Cleaning Up Your Act: Screening Data Prior to Analysis Important Issues in Data Screening Complete Examples of Data Screening Chapter 5: Multiple Regression General Purpose and Description Kinds of Research Questions Limitations to Regression Analyses Fundamental Equations for Multiple Regression Major Types of Multiple Regression Some Important Issues. Complete Examples of Regression Analysis Comparison of Programs Chapter 6: Analysis of Covariance General Purpose and Description Kinds of Research Questions Limitations to Analysis of Covariance Fundamental Equations for Analysis of Covariance Some Important Issues Complete Example of Analysis of Covariance Comparison of Programs Chapter 7: Multivariate Analysis of Variance and Covariance General Purpose and Description Kinds of Research Questions Limitations to Multivariate Analysis of Variance and Covariance Fundamental Equations for Multivariate Analysis of Variance and Covariance Some Important Issues Complete Examples of Multivariate Analysis of Variance and Covariance Comparison of Programs Chapter 8: Profile Analysis: The Multivariate Approach to Repeated Measures General Purpose and Description Kinds of Research Questions Limitations to Profile Analysis Fundamental Equations for Profile Analysis Some Important Issues Complete Examples of Profile Analysis Comparison of Programs Chapter 9: Discriminant Analysis General Purpose and Description Kinds of Research Questions Limitations to Discriminant Analysis Fundamental Equations for Discriminant Analysis Types of Discriminant Analysis Some Important Issues Comparison of Programs Chapter 10: Logistic Regression General Purpose and Description Kinds of Research Questions Limitations to Logistic Regression Analysis Fundamental Equations for Logistic Regression Types of Logistic Regression Some Important Issues Complete Examples of Logistic Regression Comparison of Programs Chapter 11: Survival/Failure Analysis General Purpose and Description Kinds of Research Questions Limitations to Survival Analysis Fundamental Equations for Survival Analysis Types of Survival Analysis Some Important Issues Complete Example of Survival Analysis Comparison of Programs Chapter 12: Canonical Correlation General Purpose and Description Kinds of Research Questions Limitations Fundamental Equations for Canonical Correlation Some Important Issues Complete Example of Canonical Correlation Comparison of Programs Chapter 13: Principal Components and Factor Analysis General Purpose and Description Kinds of Research Questions Limitations Fundamental Equations for Factor Analysis Major Types of Factor Analysis Some Important Issues Complete Example of FA Comparison of Programs Chapter 14: Structural Equation Modeling General Purpose and Description Kinds of Research Questions Limitations to Structural Equation Modeling Fundamental Equations for Structural Equations Modeling Some Important Issues Complete Examples of Structural Equation Modeling Analysis. Comparison of Programs Chapter 15: Multilevel Linear Modeling General Purpose and Description Kinds of Research Questions Limitations to Multilevel Linear Modeling Fundamental Equations Types of MLM Some Important Issues Complete Example of MLM Comparison of Programs Chapter 16: Multiway Frequency Analysis General Purpose and Description Kinds of Research Questions Limitations to Multiway Frequency Analysis Fundamental Equations for Multiway Frequency Analysis Some Important Issues Complete Example of Multiway Frequency Analysis Comparison of Programs
53,113 citations
TL;DR: Two 10-item mood scales that comprise the Positive and Negative Affect Schedule (PANAS) are developed and are shown to be highly internally consistent, largely uncorrelated, and stable at appropriate levels over a 2-month time period.
Abstract: In recent studies of the structure of affect, positive and negative affect have consistently emerged as two dominant and relatively independent dimensions. A number of mood scales have been created to measure these factors; however, many existing measures are inadequate, showing low reliability or poor convergent or discriminant validity. To fill the need for reliable and valid Positive Affect and Negative Affect scales that are also brief and easy to administer, we developed two 10-item mood scales that comprise the Positive and Negative Affect Schedule (PANAS). The scales are shown to be highly internally consistent, largely uncorrelated, and stable at appropriate levels over a 2-month time period. Normative data and factorial and external evidence of convergent and discriminant validity for the scales are also presented.
34,482 citations
TL;DR: An overview of simple and multiple mediation is provided and three approaches that can be used to investigate indirect processes, as well as methods for contrasting two or more mediators within a single model are explored.
Abstract: Hypotheses involving mediation are common in the behavioral sciences. Mediation exists when a predictor affects a dependent variable indirectly through at least one intervening variable, or mediator. Methods to assess mediation involving multiple simultaneous mediators have received little attention in the methodological literature despite a clear need. We provide an overview of simple and multiple mediation and explore three approaches that can be used to investigate indirect processes, as well as methods for contrasting two or more mediators within a single model. We present an illustrative example, assessing and contrasting potential mediators of the relationship between the helpfulness of socialization agents and job satisfaction. We also provide SAS and SPSS macros, as well as Mplus and LISREL syntax, to facilitate the use of these methods in applications.
25,799 citations
Book•
03 Mar 1992TL;DR: The Logic of Hierarchical Linear Models (LMLM) as discussed by the authors is a general framework for estimating and hypothesis testing for hierarchical linear models, and it has been used in many applications.
Abstract: Introduction The Logic of Hierarchical Linear Models Principles of Estimation and Hypothesis Testing for Hierarchical Linear Models An Illustration Applications in Organizational Research Applications in the Study of Individual Change Applications in Meta-Analysis and Other Cases Where Level-1 Variances are Known Three-Level Models Assessing the Adequacy of Hierarchical Models Technical Appendix
23,126 citations
TL;DR: This chapter discusses Hierarchical Linear Models in Applications, Applications in Organizational Research, and Applications in the Study of Individual Change Applications in Meta-Analysis and Other Cases Where Level-1 Variances are Known.
19,282 citations