Authenticity In Leadership And Performance: Does Inclusive Work Environment Matters?

Abstract This study examined the effect of employees’ sense of authenticity on innovative performance, and the relationship between customer-centric approach in decision-making, customer satisfaction and employee awareness of customer preferences. The survey research approach was used. A purposeful sample of 259 individuals was used to select the participants for the study. The major tool for gathering data was a questionnaire. The reliability of the instrument was assessed through Cronbach test. Construct validity was performed. Finding showed that a sense of authenticity has a significant positive effect on innovative performance. Research indicated that customer-centric decision-making process has a significant positive effect on customer satisfaction but has insignificant effect on employee awareness of consumer preferences. The study established that both workplace inclusiveness and customer-centric decision-making are two important factors that have a positive influence on innovative performance and customer satisfaction, respectively. The study recommended that organizations should develop policies in workplaces that would promote the involvement, consideration, openness, and equal opportunities of their employees for them to have platforms to present their ideas. The management should also instill authentic leadership to motivate their workers.