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: The authors integrated causal attribution research and the burnout and exhaustion literature to develop an attributional model of work exhaustion consequences and found that individuals experiencing work exhaustion will not exhibit all of the job attitudes and behaviors found to correlate with exhaustion.
Abstract: In an effort to clarify the literature on work exhaustion (or job burnout), the author integrates causal attribution research and the burnout and exhaustion literature to develop an attributional model of work exhaustion consequences. With this model the author suggests that individuals experiencing work exhaustion will not exhibit all of the job attitudes and behaviors found to correlate with exhaustion. Rather, individuals are likely to experience a subset of these, depending on their perceptions regarding the cause of exhaustion. The author also discusses implications and directions for future research.
333 citations
TL;DR: In this article, the intention to quit an organization represents one of the better predictors of actual turnover behavior, but the intention-behavior relationship varies widely across studies and one reason for the variability is that individuals possess different motives for stating a high intention of leaving, and it is the motive that accounts in part for when the intention will manifest itself in actual turnover.
Abstract: Although intention to quit an organization represents one of the better predictors of actual turnover behavior, the intention-behavior relationship varies widely across studies. This study argues that one reason for the variability is that individuals possess different motives for stating a high intention of leaving, and it is the motive that accounts in part for when the intention will manifest itself in actual turnover. Using a longitudinal design, expectations were supported in that only those intentions motivated by disaffection with the organization and its values resulted in the loss of employees.
325 citations
TL;DR: This study is an empirical examination of the impact of emotional dissonance on organizational criteria and its moderation by self-monitoring and social support and found job dissatisfaction was found to be the sole mediator.
Abstract: In the workplace, emotional dissonance is the conflict between experienced emotions and emotions expressed to conform to display rules. This study is an empirical examination of the impact of emotional dissonance on organizational criteria and its moderation by self-monitoring and social support. Emotional dissonance was theorized to stimulate turnover intentions, either solely through job dissatisfaction or through both job dissatisfaction and reduced organizational commitment. Job dissatisfaction was found to be the sole mediator. Emotional dissonance resulted in job dissatisfaction, which, in turn, stimulated withdrawal intentions. Self-monitoring and social support exerted moderator effects, albeit in opposing directions. Emotional dissonance aroused feelings of job dissatisfaction and reduced organizational commitment among high self-monitors. In contrast, social support lessened the negative impact of emotional dissonance on organizational commitment.
261 citations
TL;DR: In this paper, a longitudinal study tested a theoretically derived pattern of specific relationships between work characteristics and outcomes and found that intrinsic work motivation is primarily predicted by challenging task characteristics, emotional exhaustion is primarily driven by a high workload and lack of social support, and turnover intention is primarily determined by unmet career expectations.
Abstract: This longitudinal study tested a theoretically derived pattern of specific relationships between work characteristics and outcomes. The research model proposed four central domains of the work situation (i.e. task characteristics, workload, social support and unmet career expectations) and three important psychological outcomes (i.e. intrinsic work motivation, emotional exhaustion and turnover intention). More specifically, it was hypothesized that intrinsic work motivation is primarily predicted by challenging task characteristics; emotional exhaustion is primarily predicted by a high workload and lack of social support; and turnover intention is primarily predicted by unmet career expectations. Furthermore, we hypothesized that (i) the research model is generalizable over samples; (ii) work characteristics at Time 1 influence outcomes at Time 2; and (iii) the proposed causal pattern of relationships holds over different occupational groups. These hypotheses were tested by means of self-report questionnaires among two samples (bank employees and teachers) using a full-panel design with two waves (one-year interval). Results showed that Hypothesis 1 was confirmed in both samples. Hypothesis 2 was confirmed in sample 1, but not in sample 2. In the latter sample, we found evidence for reverse causation. Hence, Hypothesis 3 could not be confirmed.
257 citations
TL;DR: In this paper, the authors investigated how organization service orientation (OSO) influences job satisfaction and organizational citizenship behavior (OCB) of customer contact employees in 149 hotel firms and used structural equation models to examine the effects.
Abstract: Purpose – The purpose of this paper is to contribute to the knowledge of how organization service orientation (OSO) influences job satisfaction and organizational citizenship behavior (OCB) of customer‐contact employees.Design/methodology/approach – Questionnaires were carried out in 149 hotel firms. One customer‐contact employee and the manager provide the data in each hotel. The constructs were measured using existing scales. Structural equation models were used to examine the effects.Findings – The empirical results enable one to identify the dimensions of OSO on which the managers of hotel firms should place greater emphasis in order to stimulate employee job satisfaction and OCB.Research limitations/implications – The results are limited by the specificity of the geographic context. It would be of interest to complete the model by incorporating other variables, such as employees' trust of management, role conflict and role ambiguity, and measures of performance such as service quality.Practical impli...
251 citations
"Minimizing the cost of emotional di..." refers background in this paper
...Gonzalez and Garazo (2006) argued that organizational strategies and practices can affect employees’ attitudes and behaviors....
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