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...
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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…...
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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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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)....
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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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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
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TL;DR: Correlation analysis showed that emotional dissonance is positively related to all three burnout dimensions (i.e., emotional exhaustion, depersonalization, and lack of personal accomplishment) and results from structural equation modeling support the SSO model, which states that emotionalisson first leads to burnout and then to lower OCB.
Abstract: In this study, the stressor–strain–outcome (SSO) model developed by Koeske and Koeske was adopted to examine the mediating effect of burnout between emotional dissonance and organizational citizenship behavior (OCB). The study involved 264 full-time Chinese school teachers (82 men, 16 women, and 22 individuals whose genders were not specified; mean age = 34.4 years and SD = 8.09 years). Correlation analysis showed that emotional dissonance is positively related to all three burnout dimensions (i.e., emotional exhaustion, depersonalization, and lack of personal accomplishment). Emotional dissonance is also negatively related to OCB toward individuals. Results from structural equation modeling support the SSO model, which states that emotional dissonance first leads to burnout and then to lower OCB. The limitations and implications to the school management, such as provision of emotional regulation training and strengthening of the social network system, were also discussed.
41 citations
"Minimizing the cost of emotional di..." refers background in this paper
...It is considered as the consequence of the mismatch between employees’ expressed emotions and their true, internal feelings (Cheung and Cheung, 2013; Diestel and Schmidt, 2011)....
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...Emotional dissonance was found to be negatively related to various individual outcomes such as employee’s citizenship behavior (Cheung and Cheung, 2013), job involvement (Kruml and Geddes, 2000), organizational commitment (Abraham, 1999), Management Decision...
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...Given its importance for organizations, researchers have highlighted the need to do more research on emotional dissonance (Cheung and Cheung, 2013; Crego et al., 2013)....
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TL;DR: In this paper, the authors examined the effects of employee's emotional regulation strategies on customer outcomes by examining a model in which emotion regulation is associated with customer satisfaction and loyalty intentions as mediated by employee burnout and engagement.
Abstract: Service employees' emotional display plays an important role in service interactions, but little is known about the effects of employee's emotional regulation strategies on customer outcomes. This study examines a model in which emotion regulation is associated with customer satisfaction and loyalty intentions as mediated by employee burnout and engagement. Data collected from 135 employee–customer dyads following service interactions was analysed with structural equation modelling. The results show that engagement fully mediates the relationship of deep acting, and burnout partially mediates the relationship of surface acting, with customer satisfaction and loyalty intentions.
41 citations
"Minimizing the cost of emotional di..." refers background in this paper
...Organizations need to understand that emotional dissonance is a psychological cost (Diestel and Schmidt, 2011; Yagil, 2012) for the organization and acknowledge employees’ emotional efforts through their HR policies and practices....
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...The discrepancy between the internal feelings and the expected or actual emotional expressions during customer interactions lead to the experience of emotional dissonance (Yagil, 2012)....
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...In the present study emotional dissonance is conceptualized as the outcome of the incongruity between the organizationally expected expressed emotions and their inner or “real” emotions (Yagil, 2012)....
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TL;DR: This paper examined the relationship between perceived organizational support (POS) and different forms of emotional labor and found that POS is positively related to deep acting and negatively related to surface acting, while there was no mediation effect of organizational identification on the relationships between POS and surface acting.
Abstract: Purpose – Based on two studies on different occupational groups, the purpose of this paper is to examine the relationship between perceived organizational support (POS) and different forms of emotional labor. Drawing from social identity theory, the present study extends the social exchange theory to provide an alternate explanation to the above relationships. Design/methodology/approach – The survey design following questionnaire in English language was physically administered among medical sales employees and subsequently among employees in the hospitality industry. Findings – The study found that POS is positively related to deep acting and negatively related to surface acting. The study further found that organizational identification mediates the relationship between POS and deep acting where as there was no mediation effect of organizational identification on the relationship between POS and surface acting. Research limitations/implications – The research relies on a cross-sectional design with a si...
35 citations
"Minimizing the cost of emotional di..." refers background in this paper
...The literature argues that POS impacts employee behavior not only through the norms of reciprocity but also through a sense of belonging to the institution (Mishra, 2014)....
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TL;DR: In this article, the role played by attributions in selecting surface acting as emotion regulation strategy when coping with emotion-rule dissonance was analyzed based on a transactional model of stress.
Abstract: Based on a transactional model of stress, this study aims to understand the role played by attributions in selecting surface acting as emotion regulation strategy when coping with emotion-rule dissonance. A sample of primary health care professionals (n = 87) based in Madrid filled in a questionnaire. Hierarchical multiple regression analyses were conducted to test hypotheses on the moderating effects of attributions on the relationship between emotion-rule dissonance and surface acting. Results showed that high levels of attribution to patients of responsibility for negative events, low levels of professionals' self-accountability, and low attribution of being able to promote a positive change strengthen the positive association between emotion-rule dissonance and surface acting. This could explain why professionals use a potentially damaging emotion regulation strategy.
18 citations
"Minimizing the cost of emotional di..." refers background in this paper
...As discussed, there are several interpretations of emotional dissonance; however, emotional dissonance is considered as a stressor which has harmful effect on both the employees and the organizations (Crego et al., 2013; Morris and Feldman, 1996)....
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...Given its importance for organizations, researchers have highlighted the need to do more research on emotional dissonance (Cheung and Cheung, 2013; Crego et al., 2013)....
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