The authors explore if there are situations in which employees are more likely to provide authentic service. Findings indicate that workers are most authentic when they identify with the customer/task. However, there can be significant costs to complete authenticity including inappropriate customer interaction and disloyally towards the organization. A case of “bounded authenticity” may prove the most beneficial.
Topic: Professional Identity
Publication: Industrial and Organizational Psychology: Perspectives on Science and Practice
Article: Organizational Psychology and the Tipping Point of Professional Identity
Authors:Ann Marie Ryan and J. Kevin Ford Selected commentary authors: Muchinsky, Shanock,Rogelberg, and Heggestad
Reviewed by: Samantha Paustian-Underdahl