Moments of Truth: Examining Transient Authenticity and Identity in Service Encounters
通过员工访谈，研究服务员工在与顾客互动中的短暂真实性，发现顾客非服务身份特征的凸显和员工对任务的认同会增强员工自主感，进而促进真实性表达，但可能带来资源损失。
We explore service employees' transient authenticity in their interactions with customers. Drawing on interviews with employees, we present a model of authenticity that begins with the salience of a customer's nonservice identity characteristics and an employee's identification with his or her task, both of which generate a sense of autonomy in employees. This psychological autonomy enhances the behavioral expression of authenticity, though such expression may yield costs involving loss of resources. Authenticity is reflected in uncalculated honesty, viewing a task as a personal endeavor, and conveying distinctive interpersonal closeness to customers.