Retaining the authentic self in the workplace: Authenticity and work engagement in the mass-service industries

Abstract

Striving to uphold consistency in service, an authentic approach to customers is usually considered detrimental. Focussing on customer-service workers within the mass-service industry, such as fast-food and supermarket workers, this research explores the relationship between employee authenticity and work engagement. One hundred and forty employees from a range of customer service roles were surveyed regarding their sense of authenticity at work, surface and deep acting, self-efficacy, personal accomplishment, and experience of work engagement. Overall results suggest that authenticity and personal accomplishment are independently and positively related to work engagement, and recommend that workers strive to maintain a sense of authenticity with customers, and be encouraged to feel a sense of accomplishment in their work. Further recommendations, for training and job design to promote authenticity and build a sense of accomplishment in customer service workers are discussed, as is the potential, protective application of surface acting.