Chapter 12 Exploring the Antecedent and Consequences of Authenticity of Emotional Expression

Sushanta K. Mishra

doi:10.1108/S1746-9791(2011)0000007017

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Research on Emotion in Organizations

ISSN: 1746-9791
Series editor(s): Neal M. Ashkanasy, Wilfred J. Zerbe and Charmine E. J. Härtel

Subject Area: Organization Studies

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Chapter 12 Exploring the Antecedent and Consequences of Authenticity of Emotional Expression

Document Information:
Title:	Chapter 12 Exploring the Antecedent and Consequences of Authenticity of Emotional Expression
Author(s):	Sushanta K. Mishra
Volume:	7 Editor(s): Charmine E.J. Härtel, Neal M. Ashkanasy, Wilfred J. Zerbe ISBN: 978-1-78052-208-1 eISBN: 978-1-78052-209-8
Citation:	Sushanta K. Mishra (2011), Chapter 12 Exploring the Antecedent and Consequences of Authenticity of Emotional Expression, in Charmine E.J. Härtel, Neal M. Ashkanasy, Wilfred J. Zerbe (ed.) What Have We Learned? Ten Years On (Research on Emotion in Organizations, Volume 7), Emerald Group Publishing Limited, pp.319-339
DOI:	10.1108/S1746-9791(2011)0000007017 (Permanent URL)
Publisher:	Emerald Group Publishing Limited
Article type:	Chapter Item
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.