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dc.contributor.authorSharp, Lisaen_NZ
dc.contributor.authorRoche, Maree A.en_NZ
dc.contributor.authorCable, Donalden_NZ
dc.date.accessioned2018-03-04T20:50:35Z
dc.date.available2015en_NZ
dc.date.available2018-03-04T20:50:35Z
dc.date.issued2015en_NZ
dc.identifier.citationSharp, L., Roche, M. A., & Cable, D. (2015). Retaining the authentic self in the workplace: Authenticity and work engagement in the mass-service industries. New Zealand Journal of Human Resources Management, 15(2), 119–133.en
dc.identifier.issn1175-5407en_NZ
dc.identifier.urihttps://hdl.handle.net/10289/11705
dc.description.abstractStriving 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.
dc.format.mimetypeapplication/pdf
dc.language.isoenen_NZ
dc.publisherHuman Resources Institute of New Zealand (HRINZ)en_NZ
dc.relation.urihttp://nzjhrm.org.nz/Site/Articles/2015_Folder/Special_Issue_2015.aspx
dc.rightsThis article is published in the NZ Journal of Human Resources Management. © 2015 Human Resources Institute of New Zealand.
dc.subjectAuthenticityen_NZ
dc.subjectemotional labor
dc.subjectpersonal accomplishment
dc.subjectmass-service
dc.subjectstandardisation
dc.subjectmeaningfulness
dc.titleRetaining the authentic self in the workplace: Authenticity and work engagement in the mass-service industriesen_NZ
dc.typeJournal Article
dc.relation.isPartOfNew Zealand Journal of Human Resources Managementen_NZ
pubs.begin-page119
pubs.elements-id137368
pubs.end-page133
pubs.issue2en_NZ
pubs.notesQA: http://nzjhrm.org.nz/Site/About.aspx. Special Issue: Positive Psychology in the Workplaceen_NZ
pubs.organisational-group/Waikato
pubs.organisational-group/Waikato/2018 PBRF
pubs.organisational-group/Waikato/FASS
pubs.organisational-group/Waikato/FASS/2018 PBRF - FASS
pubs.organisational-group/Waikato/FASS/School of Psychology
pubs.organisational-group/Waikato/Research Institutes And Research Groups
pubs.organisational-group/Waikato/Research Institutes And Research Groups/FASS
pubs.organisational-group/Waikato/Research Institutes And Research Groups/FASS/MPRU
pubs.publication-statusPublisheden_NZ
pubs.volume15en_NZ


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