Minimizing the cost of emotional dissonance at work: a multi-sample analysis
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
More filters
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.
94 citations
TL;DR: In this paper, the authors examined how the two dimensions of workaholism (working excessively and compulsively) combine within different profiles of workers, and found that 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.
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.
47 citations
Dissertation•
13 Jul 2018
TL;DR: Pohl et al. as mentioned in this paper investigated the effect of emotions on the perception of the soutien emotionnel au travail on the performance of infirmiers in hospitals.
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…...
[...]
...…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)....
[...]
...…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…...
[...]
...…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,…...
[...]
...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)....
[...]
10 Jan 2020
TL;DR: In this paper, the authors use 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).
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)....
[...]
...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...
[...]
...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)....
[...]
10 Feb 2020
TL;DR: In this paper, the authors examined the relationship between surface acting (SA), deep acting (DA), and organizational commitment (OC) and found that both SA and DA have a significant negative relationship with OC.
Abstract: Purpose – This paper aims to examine the relationship between surface acting (SA), deep acting (DA) and
organizational commitment (OC).
Design/methodology/approach – Guided by affective events theory, the study adapted emotional
labour scale and three components model to profile 373 teachers from 30 schools around Peninsular Malaysia.
A list-based simple random sampling technique was used to select respondents. Structural equation modeling
(SEM) was used to test hypotheses, and the proposed model was assessed through renowned fit indices.
Findings – OC was hypothesized as a second-order construct. SEM result indicates that both SA and DA
have significant negative relationship with OC. Fit indices of the hypothesized model showed x 2/df ratio
(560.069/265) = 2.113, RMSEA (0.055), and CFI (0.936). This result provides empirical support for the data
collected.
Research limitations/implications – The study provides new insight on the ongoing debate about SA
and DA. Therefore, it advances body of research in this regard. The implication for HR managers is that
strategic polices can be institutionalized to buffer the consequences of SA and DA. This is due to the fact that
SA and DA may not be abolished for service employees like teachers. The practical implication for teachers is
the understanding that emotional regulation process is inevitable because teaching is profoundly an
emotional activity job. Besides being a cross-sectional study, the sampled population may have limited the
study’s outcomes.
Originality/value – Given existing inconsistent results on the consequences of SA and DA, this study
shows that not only SA can lead to negative after-effects, DA can also cause the same. Future study can
explore spiritual intelligence to examine how best SA and DA can be performed at reduced consequences
on OC.
14 citations
References
More filters
TL;DR: In this article, the main issues discussed in the existing literature regarding HRM in the Asian context are analyzed and the critical challenges facing HRM function in the region are highlighted, along with an agenda for future research and a framework useful for highlighting the context specific nature of Asian HRM functions.
Abstract: Re-emphasizing the need to examine human resource management (HRM) in context, this article builds around four themes. First, it analyses the main issues discussed in the existing literature regarding HRM in the Asian context. Second, it highlights the critical challenges facing HRM function in the region. Third, along with the analysis, it presents an agenda for future research. Fourth, it presents a framework useful for highlighting the context specific nature of Asian HRM functions and the main determinants of HRM policies and practices from a cross-national comparative perspective.
95 citations
"Minimizing the cost of emotional di..." refers background in this paper
...Budhwar and Debrah (2009) commented that there is scarcity of HRM research in the Asian context and explained the urgent need to investigate and enrich the HRM practices....
[...]
TL;DR: In this paper, the authors examined the relationship of organizational identification and emotional dissonance with turnover intention and well-being among a sample of 468 medical representatives in the Indian pharmaceutical industry.
Abstract: Influencing customers' perception of service quality through service interaction is becoming imperative for organizations to sustain competitive advantage. As a result, the critical challenge before many organizations is to retain employees in service occupations and promote their well-being. This study examined the relationship of organizational identification and emotional dissonance with turnover intention and well-being among a sample of 468 medical representatives in the Indian pharmaceutical industry. Drawing from the conservation of resource theory, this study shows that apart from its direct effect, emotional dissonance has a mediating effect on the relationship of organizational identification with turnover intention and emotional well-being. Contributions of this study to the theory and practice of human resource management (HRM) are discussed. © 2010 Wiley Periodicals, Inc.
89 citations
"Minimizing the cost of emotional di..." refers background in this paper
...sense of personal accomplishment (Kruml and Geddes, 2000), and well-being (Mishra and Bhatnagar, 2010)....
[...]
TL;DR: In this paper, various facets of customer satisfaction (tangibles, reliability, responsiveness, assurance, and empathy) were related to a variety of job conditions and aspects of emotional labour, employees' strain reactions, and employees' big five personality variables.
Abstract: In this exploratory study, various facets of customer satisfaction (tangibles, reliability, responsiveness, assurance, and empathy) were related to a variety of job conditions and aspects of emotional labour, employees' strain reactions, and employees' big five personality variables. The study was based on a sample of kindergarten teachers and their customers (i.e., parents who had a child in the kindergarten). A unique feature of the present study was the possibility to individually assign each customer to his or her service employee, rather than using aggregated employee variables as in previous studies. A regression analysis of the five facets of customer satisfaction revealed relations with expected signs for task control (+), participation (+), emotional dissonance (-), job dissatisfaction (-), psychosomatic complaints (-), and extraversion (+). Unexpected relations were found for time control (-), supervisor support (-), colleague support (-), emotional exhaustion (+), and conscientiousness (-). The...
81 citations
"Minimizing the cost of emotional di..." refers background in this paper
...For example, though researchers found a significant relationship (Diestel and Schmidt, 2011; Heuven and Bakker, 2003; Lewig and Dollard, 2003; Zapf and Holz, 2006), there is evidence of no relationship between emotional dissonance and emotional exhaustion (Dormann and Kaiser, 2002)....
[...]
TL;DR: In this article, a qualitative review and quantitative summary of the relationship between emotional strain and organizational citizenship behavior (OCB) is provided, and five potential moderators of the strain-OCB relationship are discussed.
Abstract: This paper provides a qualitative review and quantitative summary of the relationship between emotional strain and organizational citizenship behaviour (OCB), and discusses five potential moderators of the strain-OCB relationship. OCB refers to discretionary behaviours that benefit organizations and their members. Emotional strain is important to consider because it has a broad impact on employee behaviours and is possibly more fundamental than other forms of strain. However, it has received less attention than aspects of job-related strain, such as job dissatisfaction. Based on the results of 29 empirical studies with 52 unique effect sizes, meta-analytic results revealed a negative relationship between strain and OCB (corrected estimate of the population correlation coefficient, ρ=−.16). Furthermore, this relationship is moderated by the type of OCB (OCB directed at the organization vs. that directed at individuals), type of organization (private vs. public), publication status (published vs. u...
71 citations
TL;DR: In this paper, the influence of personal characteristics on a pattern of specific relationships between work characteristics and psychological outcomes was investigated. And the results showed that generally, personal characteristics had a direct effect on the outcomes as hypothesized.
Abstract: This study tested the influence of personal characteristics on a pattern of specific relationships between work characteristics and psychological outcomes. The study hypotheses were: (1) Growth Need Strength has a direct effect on intrinsic work motivation and moderates the relationship between task characteristics and intrinsic work motivation; (2) Negative Affectivity has a direct effect on emotional exhaustion and moderates the relationships between workload and social support on the one hand and emotional exhaustion on the other; and (3) Upward Striving has a direct effect on turnover intention and moderates the relationship between unmet career expectations and turnover intention. These hypotheses were tested in two samples (bank employees and teachers) using Multi-Sample Analysis. The results showed that, generally, personal characteristics had a direct effect on the outcomes as hypothesized. We only found one moderating effect: Upward Striving moderated the relationship between unmet career expectations and turnover intention.
59 citations