TY - CHAP AB - 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. VL - 7 SN - 978-1-78052-208-1, 978-1-78052-209-8/1746-9791 DO - 10.1108/S1746-9791(2011)0000007017 UR - https://doi.org/10.1108/S1746-9791(2011)0000007017 AU - Mishra Sushanta K. ED - Charmine E.J. Härtel ED - Neal M. Ashkanasy ED - Wilfred J. Zerbe PY - 2011 Y1 - 2011/01/01 TI - Chapter 12 Exploring the Antecedent and Consequences of Authenticity of Emotional Expression T2 - What Have We Learned? Ten Years On T3 - Research on Emotion in Organizations PB - Emerald Group Publishing Limited SP - 319 EP - 339 Y2 - 2024/03/29 ER -