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Journal ArticleDOI

Minimizing the cost of emotional dissonance at work: a multi-sample analysis

05 May 2016-Management Decision (Emerald Group Publishing Limited)-Vol. 54, Iss: 4, pp 778-795

AbstractPurpose – The present study is based on two samples from two occupational groups (one among medical representatives in pharmaceutical industry and other among frontline employees in hospitality industry). The study found support for the moderation effect of perceived organizational support (POS) on the emotional dissonance-emotional exhaustion as well as the emotional exhaustion-turnover intention relationships. In addition, the purpose of this paper is to examine the mediation of emotional exhaustion on the emotional dissonance-turnover intention relationship. The study concludes with the contributions to the literature and to the practice. Design/methodology/approach – Following the survey research method the study collected the data from two occupational groups. Findings – The study found support for the moderation effect of POS on the emotional dissonance-emotional exhaustion as well as the emotional exhaustion-turnover intention relationships. Originality/value – The study argued the negative effects...

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Citations
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Dissertation
13 Jul 2018
Abstract: Dans l’environnement hospitalier, les infirmiers jouent un role pivot dans la prestation de soin, cette population est particulierement exposee a des niveaux eleves de demande emotionnelle ce qui peut entrainer a terme une insatisfaction, un epuisement professionnel (Dal Santo, Pohl & Battistelli, 2013), un sentiment d’impuissance et d’incapacite a accomplir un travail au niveau attendu (Davezies, 2007). Le soutien organisationnel percu (SOP) a ete suppose et demontre avoir la capacite d’attenuer les effets nefastes des tensions emotionnelles (Pohl, Battistelli & Librecht, 2013; Battistelli, Pohl & Dal Santo, 2012; George, Reed, Ballard; Halbesleben, 2006). Rhoades et Eisenberger (2002) ont ajoute que le soutien du superieur hierarchique (SSP) est defini par la perception qu’a le salarie de la maniere dont son superieur valorise sa contribution, et qui est considere comme la variable qui contribue le plus significativement a la perception du soutien organisationnel. Rhoades et al (2001) ont observes un effet positif du SSP sur l’engagement organisationnel affectif ; (Wayne et al., 1997 ; Moorman et al., 1998) ont demontres un effet direct du SSP sur le bien-etre, la qualite de vie au travail et sur les comportements de citoyennete organisationnelle. Enfin, le developpement recent de la recherche confirme les effets tangibles du soutien du superieur hierarchique sur l’engagement affectif, l’intention de quitter et l’epuisement professionnel en temoignent Simons & Jankowski; 2008). Notre reflexion theorique s’articule en trois points. (1) Etudier les tensions psychologiques (conflit travail/famille-famille/travail) et les caracteristiques du travail (Demande psychologique, Contraintes physiques Complexite du travail…) constitue une cle d’entree qui necessite (2) une reflexion sur le soutien emotionnel au travail ainsi que les strategies de regulation emotionnel comme variables moderatrices, pour (3) etudier les effets de ces variables moderatrices dans les modeles de recherche integrant l’epuisement professionnel, l’engagement organisationnel, satisfaction au travail, la dissonance emotionnelle et le comportement de citoyennete organisationnelle . Mots cle: Tensions au travail (conflit travail/famille-famille/travail) – Caracteristiques du travail (Demande psychologique, Contraintes physique, Complexite du travail) Burnout – Engagement organisationnel– Dissonance emotionnelle – comportement de citoyennete_ Soutien emotionnel au travail –Strategies de regulation emotionnelle.

33 citations


Cites background from "Minimizing the cost of emotional di..."

  • ...Elle se trouve être positivement liée à l‘épuisement émotionnel (Mishra & Kumar, 2016 ; Kwon & Kim, 2015 ; Kinman & Leggetter, 2016 ; Dal Santo et al., 2016 ; Delgado, Upton, Ranse, Furness, & Foster, 2017 ; Andela, Truchot, & Borteyrou, 2015 ; Andela & Truchot, 2017) et négativement à la…...

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  • ...…établissent le rôle médiateur du SSP dans la relation entre la dissonance émotionnelle et le bien-être au travail (Roxana, 2013 ; Cheung & Tang, 2007 ; Mishra & Kumar, 2016 ; Xanthopoulou et al., 2007 ; Sawang et al., 2009 ; Kinman et al., 2011 ; Doorn et al., 2016 ; Zito et al., 2016)....

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  • ...…au travail précédemment démontré dans plusieurs études transversales sur la population infirmière (Dormann & Zapf, 2004 ; Dal Santo et al., 2015 ; Mishra & Kumar, 2016 ; Kwon & Kim, 2015 ; Kinman & Leggetter, 2016 ; Delgado et al., 2017), les résultats de la présente étude n‘ont pas confirmé la…...

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  • ...…modèle JDR considèrent le soutien perçu du supérieur, comme une ressource organisationnelle essentielle pour le bienêtre au travail (par exemple : Mishra & Kumar, 2016 ; Xanthopoulou, Bakker, Demerouti, & Schaufeli, 2007 ; Sawang, Brough, & Barbour, 2009 ; Kinman, Wray, & Strange, 2011 ; Doorn,…...

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  • ...De récentes recherches associent la dissonance émotionnelle avec l‘épuisement émotionnel dans le contexte infirmier (Mishra & Kumar, 2016 ; Kwon & Kim, 2015 ; Kinman & Leggetter, 2016 ; Delgado, Upton, Ranse, Furness, & Foster, 2017)....

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Journal ArticleDOI
Abstract: The present series of studies examines how the two dimensions of workaholism (working excessively and compulsively) combine within different profiles of workers. This research also documents the relations between these workaholism profiles and a series of correlates (psychological need thwarting) and adaptive and maladaptive work outcomes. In addition, this research investigates the role of emotional dissonance and employees’ perceptions of their workplaces’ psychosocial safety climate (Study 1, n = 465), as well as job demands, resources, and perfectionism (Study 2, n = 780) in the prediction of profile membership. Latent profile analysis revealed four identical workaholism profiles in both studies. In Study 1, emotional dissonance predicted a higher likelihood of membership in the Very High, Moderately High, andModerately Low profiles relative to the Very Low profile. In contrast, Study 2 revealed a more diversified pattern of predictions. In both studies, levels of need thwarting were the highest in the Very High and Moderately High profiles, followed by the Moderately Low profile, and finally by the Very Low profile. Finally, in both studies, the most desirable outcomes levels (e.g., lower levels of work–family conflict and emotional exhaustion, and higher levels of perceived health) were associated with the Very Low profile, followed by the Moderately Low profile, then by theModerately High profile, and finally by the Very High profile.

33 citations

Journal ArticleDOI
11 Sep 2019
TL;DR: An integrated framework for mitigation of fire hazards is proposed that encompasses both prevention and management of fire hazard, and has social implications as it addresses some of the current challenges relating to fire hazard in buildings and will enhance overall fire safety.
Abstract: The current fire protection measures in buildings do not account for all contemporary fire hazard issues, which has made fire safety a growing concern. Therefore, this paper aims to present a critical review of current fire protection measures and their applicability to address current challenges relating to fire hazards in buildings.,To overcome fire hazards in buildings, impact of fire hazards is also reviewed to set the context for fire protection measures. Based on the review, an integrated framework for mitigation of fire hazards is proposed. The proposed framework involves enhancement of fire safety in four key areas: fire protection features in buildings, regulation and enforcement, consumer awareness and technology and resources advancement. Detailed strategies on improving fire safety in buildings in these four key areas are presented, and future research and training needs are identified.,Current fire protection measures lead to an unquantified level of fire safety in buildings, provide minimal strategies to mitigate fire hazard and do not account for contemporary fire hazard issues. Implementing key measures that include reliable fire protection systems, proper regulation and enforcement of building code provisions, enhancement of public awareness and proper use of technology and resources is key to mitigating fire hazard in buildings. Major research and training required to improve fire safety in buildings include developing cost-effective fire suppression systems and rational fire design approaches, characterizing new materials and developing performance-based codes.,The proposed framework encompasses both prevention and management of fire hazard. To demonstrate the applicability of this framework in improving fire safety in buildings, major limitations of current fire protection measures are identified, and detailed strategies are provided to address these limitations using proposed fire safety framework.,Fire represents a severe hazard in both developing and developed countries and poses significant threat to life, structure, property and environment. The proposed framework has social implications as it addresses some of the current challenges relating to fire hazard in buildings and will enhance overall fire safety.,The novelty of proposed framework lies in encompassing both prevention and management of fire hazard. This is unlike current fire safety improvement strategies, which focus only on improving fire protection features in buildings (i.e. managing impact of fire hazard) using performance-based codes. To demonstrate the applicability of this framework in improving fire safety in buildings, major limitations of current fire protection measures are identified and detailed strategies are provided to address these limitations using proposed fire safety framework. Special emphasis is given to cost-effectiveness of proposed strategies, and research and training needs for further enhancing building fire safety are identified.

33 citations

DissertationDOI
10 Jan 2020
Abstract: This thesis uses the concept of ‘emotional ambivalence’, understood as a dynamic emotional response to change that unfolds over time, to explore the complex emotions experienced by employees and managers under New Public Management (NPM). The qualitative empirical study is based on two in-depth case studies of English housing associations. Thirty-five semi-structured interviews were conducted across hierarchical levels and organisational documents and research fieldnotes were analysed using thematic and narrative methods. The analysis demonstrates that NPM involves a cultural change from a traditional public sector to a more ‘business-like’ organisational culture. This thesis critiques dualistic representations of emotion, as either positive or negative, and the use of ‘mixed emotion’ to explore the complex emotions experienced by organisational members during change. It argues that the emotions experienced by organisational members during NPM-related change are inherently ambivalent. Emotional ambivalence arises from multiple sources and has contradictory emotional elements. A key conclusion of this study is that engaging with organisational members who experience ambivalent emotions in response to change offers an important resource which can be utilised by change managers.

15 citations


Cites background from "Minimizing the cost of emotional di..."

  • ...…employees are often required to display appropriate emotions that contradict to their ‘true’ emotions in order to comply with organisational rules and meet customers’ expectations (Mishra and Kumar, 2016); this is particularly the case for face-to-face work service worker (Hochschild, 2012)....

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  • ...84 In organisations, employees are often required to display appropriate emotions that contradict to their ‘true’ emotions in order to comply with organisational rules and meet customers’ expectations (Mishra and Kumar, 2016); this is particularly the case for face-to-face work...

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  • ...A conflict arises when there is a dissonance between one’s ‘true’ feelings and the feelings that one is required to display (Ashforth and Tomiuk, 2000; Mishra and Kumar, 2016)....

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Journal ArticleDOI
30 Sep 2020
Abstract: The paper aims to examine the relationship between emotional labour (EL) techniques of surface acting (SA) and deep acting (DA) with spiritual intelligence (SQ). Building on Multiple Intelligence Theory (MI), 373 service personnel, mainly teachers, were drawn through a list-based simple random sampling, from 30 secondary schools around Peninsular Malaysia. Structural equation modeling (SEM) was used to test the hypotheses, and the proposed model was assessed through renowned model fit indices. Findings revealed that SQ buffers EL costs, as both SA and DA routine became positively related to SQ. Proposed model had reasonable fit indices with χ² / df ratio (1002.288 / 336) = 2.983, RMSEA (0.078) and CFI (0.931). Providing empirical support to the hypotheses that EL performance tends resonate well with spiritual intelligent service personnel. The adequacy of this paper’s findings is vital as it cut across all Faiths. Practically, it tends to stimulate service personnel towards a higher degree of self-awareness and imbue them with the capacity to be flexible, face and transcend pain and suffering. Socially, it sustains a friendly and cordial interpersonal relationship with others (customers). Policy wise, it informs organizations to re-align HR strategies to capture ‘Type B’ personalities. Theoretically, it stirs more research on SQ as it affects service personnel’s organizational behaviours. The paper is cross-sectional and limited to one group of service personnel (teachers). Future study may consider other groups to ascertain the generalisability of these findings. While augmenting body of knowledge on organizational behaviour, the study is pioneered as the first to propose SQ to buffer EL costs, in order to enhance SA and DA techniques.

7 citations


Cites background from "Minimizing the cost of emotional di..."

  • ...Taken together, it can be argued that SA and DA deplete service personnel psychological resources (Kinman et al., 2011), affects their wellness (Mishra & Kumar, 2016) and consequently, hinders optimal performance....

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References
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"Minimizing the cost of emotional di..." refers background or methods in this paper

  • ...50 or higher (Bagozzi and Yi, 1988), which in turn indicates that, on average, the construct explains more than half of the variance of its indicators....

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  • ...70 (Bagozzi and Yi, 1988), indicating acceptable reliability of the scales used in the study....

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Book
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TL;DR: The Second Edition of this practical guide to partial least squares structural equation modeling is designed to be easily understood by those with limited statistical and mathematical training who want to pursue research opportunities in new ways.
Abstract: With applications using SmartPLS (www.smartpls.com)—the primary software used in partial least squares structural equation modeling (PLS-SEM)—this practical guide provides concise instructions on how to use this evolving statistical technique to conduct research and obtain solutions. Featuring the latest research, new examples, and expanded discussions throughout, the Second Edition is designed to be easily understood by those with limited statistical and mathematical training who want to pursue research opportunities in new ways.

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"Minimizing the cost of emotional di..." refers methods in this paper

  • ...Finally we measured emotional exhaustion by using the four items of the nine-item subscale from the Maslach Burnout Inventory (Maslach and Jackson, 1981)....

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Journal ArticleDOI
TL;DR: A new stress model called the model of conservation of resources is presented, based on the supposition that people strive to retain, project, and build resources and that what is threatening to them is the potential or actual loss of these valued resources.
Abstract: Major perspectives concerning stress are presented with the goal of clarifying the nature of what has proved to be a heuristic but vague construct. Current conceptualizations of stress are challenged as being too phenomenological and ambiguous, and consequently, not given to direct empirical testing. Indeed, it is argued that researchers have tended to avoid the problem of defining stress, choosing to study stress without reference to a clear framework. A new stress model called the model of conservation of resources is presented as an alternative. This resource-oriented model is based on the supposition that people strive to retain, project, and build resources and that what is threatening to them is the potential or actual loss of these valued resources. Implications of the model of conservation of resources for new research directions are discussed.

8,316 citations


"Minimizing the cost of emotional di..." refers background in this paper

  • ...Therefore employees are more sensitive to workplace stressors that threaten their resources (Hobfoll, 1989)....

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