Service employees' trait authenticity and customer satisfaction

Dana Yagil, Hana Medler-Liraz

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review


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.

Original languageEnglish
Title of host publicationIndividual Sources, Dynamics, and Expressions of Emotion
EditorsWilfred Zerbe, Neal Ashkanasy, Charmine Hartel
Number of pages17
StatePublished - 2013

Publication series

NameResearch on Emotion in Organizations
ISSN (Print)1746-9791


  • Authenticity
  • Emotional labor
  • Engagement
  • Service

ASJC Scopus subject areas

  • Organizational Behavior and Human Resource Management


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