Service Employees’ Trait Authenticity and Customer Satisfaction

Abstract

This chapter explores the effect of service employees’ trait authenticity on customer satisfaction as mediated by work engagement, surface acting, and perceived authenticity. Data were collected from service employee–customer dyads. The results indicate that employees’ work engagement and surface acting mediate the effect of trait authenticity on customers’ satisfaction and perception of authenticity. Trait authenticity is positively related to work engagement and negatively related to surface acting. Evidence that authenticity is desirable in service roles suggests that organizations should consider this characteristic as a significant factor in selection and placement of service employees.

Citation

Yagil, D. and Medler-Liraz, H. (2014), "Service Employees’ Trait Authenticity and Customer Satisfaction", Individual Sources, Dynamics, and Expressions of Emotion (Research on Emotion in Organizations, Vol. 9), Emerald Group Publishing Limited, Leeds, pp. 169-185. https://doi.org/10.1108/S1746-9791(2013)0000009012