MOMENTS OF TRUTH: EXAMINING TRANSIENT AUTHENTICITY AND IDENTITY IN SERVICE ENCOUNTERS

• 成果类型: Article
• 署名作者: Yagil, Dana; Medler-Liraz, Hana
• 署名单位: University of Haifa; Academic College of Tel Aviv Yaffo
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/amj.2011.0252
• 发表日期: 2013
• 页码: 473-497
• 关键词: SELF-DETERMINATION; EMOTIONAL LABOR; DISPLAY RULES; work; CONSEQUENCES; CONCEPTUALIZATION; facilitation; antecedents; personality; compassion

摘要

We explore service employees' transient authenticity in their interactions with customers. Drawing on interviews with employees, we present a model of authenticity that begins with the salience of a customer's nonservice identity characteristics and an employee's identification with his or her task, both of which generate a sense of autonomy in employees. This psychological autonomy enhances the behavioral expression of authenticity, though such expression may yield costs involving loss of resources. Authenticity is reflected in uncalculated honesty, viewing a task as a personal endeavor, and conveying distinctive interpersonal closeness to customers.