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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
TL;DR: In this article, the authors examined the mediation of emotional exhaustion on the emotional dissonance-turnover intention relationship and found support for the moderation effect of perceived organizational support on emotional dysphance-emotional exhaustion.
Abstract: Purpose – 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...
Citations
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Journal ArticleDOI
30 Sep 2020
TL;DR: In this paper, the authors examined the relationship between emotional labour (EL) techniques of surface acting (SA) and deep acting (DA) with spiritual intelligence (SQ), and found that SQ buffers EL costs, as both SA and DA routine became positively related to SQ.
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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Journal ArticleDOI
TL;DR: Results showed that emotional dissonance was related to lower levels of job satisfaction and higher levels of intention to leave the organization, and that co-worker support moderate the relationship betweenotional dissonance and job satisfaction, and organizational deviance.
Abstract: The purpose of this study was twofold. The first aim was to analyze the detrimental effect that emotional dissonance may have on service workers by testing its relationship with job satisfaction, intention to leave the organization, and organizational deviance. The second was to test whether two types of social support (i.e., co-worker and organizational support) and their combination moderate these relationships from a multilevel perspective. The sample was composed of 556 employees from Spanish service sector. Using random coefficient models analyses, results showed, first, that emotional dissonance was related to lower levels of job satisfaction (PE = –.1, p < .05) and higher levels of intention to leave the organization (PE = .12, p < .05); second, that co-worker support moderate the relationship between emotional dissonance and job satisfaction (PE = .10, p < .05), organizational deviance (PE = –.08, p < .05), and intention to leave the organization (PE = –.13, p < .05); third, organizational support, conceptualized as a collective construct at organizational level, moderate the relationship between emotional dissonance and organizational deviance (PE = –.08, p < .05); and finally, the combination of both types of support do not explained additional variance of the emotional dissonance-outcomes relation. These results underline the need to take into consideration different source of social support and their levels of analysis to better understand emotional dissonance and its outcomes.

2 citations


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

  • ...Hence, and according to the COR model, in the absence of resource refill, in order to minimize resource loss, employees engage in withdrawal behavior (Mishra & Kumar, 2016)....

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Journal ArticleDOI
TL;DR: In this article , the authors investigate the relationship between employees' experience of emotional dissonance and their engagement in change-oriented citizenship behavior, with a particular focus on the mediating role of organizational underappreciation and the moderating role in a performance-oriented work climate.

1 citations

Proceedings ArticleDOI
17 May 2019
TL;DR: In this article, the authors bring together all available evidence to get an amalgamated view of different impacts of emotional intelligence (EI) and emotional dissonance (ED) in a systematic way.
Abstract: Over the past few years, interest in emotions has been progressive. Organizations are proposed to be an important arena for the expression of emotions. Employees who are good at dealing with emotions are said to be emotionally intelligent, and those who are incapable may suffer dissonance. The purpose of this paper is to bring together all available evidence to get an amalgamated view of different impacts of emotional intelligence (EI) and emotional dissonance (ED) in a systematic way. The paper reviewed 31 research based on literature tracked chronologically from 2008 to 2018 using the primary databases; Wiley online library, Sage, Emerald, Elsevier and Google scholar. The literature is then scanned for relevance and citation counts. 21 impacts based on previous research are identified and discussed. The study foregrounds the importance ofthe impression that EI has a vital role in individual and organizational growth, and identifies that counter-productive behaviour, emotional exhaustion, turn-over intention, unexcused absenteeism and verbal aggression in organizational life are associated with ED. Finally, the study lists the ways to manage emotions, and it is suggested that organizations should provide a healthy work environment that attracts and retain the most valuable workers in such a way that assists employees in managing occupational stress and maintaining psychological well-being.

1 citations


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

  • ...12 Mishra & Kumar (2016) Minimizing the cost of emotional dissonance at work: a multi-sample analysis....

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Book ChapterDOI
01 Jan 2020
TL;DR: In this paper, the authors analyse engagement in the context of the social relations, normative codes, and organisational structures that inform the behaviour, experience, and identities of people during the course of their working lives and overall employee experience.
Abstract: This chapter will analyse engagement in the context of the social relations, normative codes, and organisational structures that inform the behaviour, experience, and identities of people during the course of their working lives and overall employee experience; and can be referred to as the sociology of work. It puts forward the view that the social dynamics, both of work and the environment in which it takes place, are important as to whether and how an individual engages with a job or role, a team, department or business unit and the organisation as a whole. Factors such as the nature of the work itself, the job’s demands and resources to do it, occupations and their structures, organisations and their structures and the relationships between employees or with managers and leaders, each have an impact. The sociology of work is therefore about the patterns of interest between employer and employee; the nature of the dynamics within the organisation and the expectations of work that prevail in the organisation. Four areas are of particular importance; these being the organisational climate and culture and the policies and practices that result. Secondly the work effort required to fulfil the tasks set as part of the role; thirdly how health and well-being are affected by human or structural forces within the organisation; and finally, how employees engage with the physical environment.
References
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Journal ArticleDOI
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
Abstract: The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addit...

56,555 citations

Journal ArticleDOI
TL;DR: In this article, structural equation models with latent variables are defined, critiqued, and illustrated, and an overall program for model evaluation is proposed based upon an interpretation of converging and diverging evidence.
Abstract: Criteria for evaluating structural equation models with latent variables are defined, critiqued, and illustrated. An overall program for model evaluation is proposed based upon an interpretation of converging and diverging evidence. Model assessment is considered to be a complex process mixing statistical criteria with philosophical, historical, and theoretical elements. Inevitably the process entails some attempt at a reconcilation between so-called objective and subjective norms.

19,160 citations


"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. Consistent to the suggestions of Podsakoff and his colleagues (2012), we considered several procedural and statistical remedies to limit the possibility of common method bias in both the studies....

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

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  • ...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. All the scales demonstrated convergent validity (Table I(a-b)). Discriminant validity is the extent to which a construct is truly distinct from other constructs by empirical standards. The Fornell and Larcker (1981) criterion is a more conservative approach to assessing discriminant validity....

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Book
01 Jan 2014
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.

13,621 citations

Journal ArticleDOI
TL;DR: A scale designed to assess various aspects of the burnout syndrome was administered to a wide range of human services professionals as discussed by the authors, and three subscales emerged from the data analysis: emotional exhaustion, depersonalization, and personal accomplishment.
Abstract: A scale designed to assess various aspects of the burnout syndrome was administered to a wide range of human services professionals. Three subscales emerged from the data analysis: emotional exhaustion, depersonalization, and personal accomplishment. Various psychometric analyses showed that the scale has both high reliability and validity as a measure of burnout.

10,212 citations


"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.

9,782 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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