Transforming Dissatisfaction With Services Into Self‐Determination: A Social Psychological Perspective on Community Program Effectiveness1

A field study of supported employment for adults with mental illness provided an experimental test of cognitive dissonance theory. We predicted that most work‐interested individuals randomly assigned to a non‐preferred program would reject services and lower their work aspirations. However, individuals who chose to pursue employment through a non‐preferred program were expected to resolve this dissonance through favorable service evaluations and strong efforts to succeed at work. Significant Work Interest × Service Preference interactions supported these predictions. Over 2 years, participants interested in employment who obtained work through a non‐preferred program stayed employed a median of 362 days vs. 108 days for those assigned to a preferred program; participants who obtained work through a non‐preferred program also had higher service satisfaction.     

The role of self-efficacy in performing emotion work

This study used a sample of 154 cabin attendants to examine the role of self-efficacy in the performance of emotion work. On the basis of the literature, we hypothesized that self-efficacy would have a moderating influence on the relationship between emotional job demands (i.e., feeling rules and emotionally charged interactions with passengers) and emotional dissonance, and on the relationship between emotional dissonance and well-being (emotional exhaustion and work engagement). In addition, we predicted that emotional dissonance mediates the relationship between emotional job demands and well-being. The results of a series of hierarchical multiple regression analyses generally supported these hypotheses. Results confirmed that emotionally charged interactions with passengers are related to emotional exhaustion and engagement through their influence on emotional dissonance. Furthermore, self-efficacy buffers the relationship between emotional job demands and emotional dissonance, and the relationship between emotional dissonance and work engagement (but not exhaustion).     

A TRICKLE‐DOWN MODEL OF ABUSIVE SUPERVISION

Much of the abusive supervision research has focused on the supervisor–subordinate dyad when examining the effects of abusive supervision on employee outcomes. Using data from a large multisource field study, we extend this research by testing a trickle‐down model of abusive supervision across 3 hierarchical levels (i.e., managers, supervisors, and employees). Drawing on social learning theory and social information processing theory, we find general support for the study hypotheses. Specifically, we find that abusive manager behavior is positively related to abusive supervisor behavior, which in turn is positively related to work group interpersonal deviance. In addition, hostile climate moderates the relationship between abusive supervisor behavior and work group interpersonal deviance such that the relationship is stronger when hostile climate is high. The results provide support for our trickle‐down model in that abusive manager behavior was not only related to abusive supervisor behavior but was also associated with employees’ behavior 2 hierarchical levels below the manager.     

Moderating effects of attributions on the relationship between emotional dissonance and surface acting: a transactional approach to health care professionals' emotion work

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.     

A meta‐analytic review of the relationship between emotional dissonance and emotional exhaustion

This meta‐analysis examined the relationship between emotional dissonance and burnout. We collected 57 independent samples that included self‐report measures of emotional dissonance and emotional exhaustion from 16,165 employees. As predicted, a reliable relationship (r = .34) between the two variables was found, indicating that employees who “fake” their emotions at work also suffer from emotional exhaustion, a key component of job burnout. Moderation analyses indicate that effect sizes strengthen as an increasing function of publication year, and are strongest in police work, compared with other service job types. As predicted from a gender role perspective, effect sizes are more pronounced as the percentage of women increases in a sample. Results suggest that emotional dissonance may be added to the growing list of job stressors that lead to emotional exhaustion.     

There is more than obeying display rules: Service employees’ motives for emotion regulation in customer interactions

Although research has focused on how service employees regulate their emotions, few studies have explored why they do so. In this article, we first described which kinds of motives for emotion regulation exist in customer interactions. Second, we investigated how the motives are related to four emotion regulation strategies. The application of an explorative approach resulted in a list of 10 motives, which could be classified into the three motive categories: pleasure, prevention, and instrumental. Hierarchical linear modelling of 421 reported service interactions from a diary study revealed that the motive categories were differently related to the emotion regulation strategies. Motives of the instrumental category were only significantly positively related to surface acting. Motives of the pleasure category were positively related to deep acting and automatic regulation as well as negatively related to surface acting and emotional deviance. Motives of the prevention category were positively related to deep acting, surface acting, and emotional deviance as well as negatively related to automatic regulation. These results can be used by organizations not only to enhance the motivation of employees towards emotion regulation, but also towards more authentic emotional expressions.     

Cross‐cultural differences in emotion suppression in everyday interactions

Previous research suggests that in collectivistic cultures, people tend to suppress their emotions more than in individualistic cultures. Little research, however, has explored cross‐cultural differences in emotion regulation in everyday interactions. Using a daily social interaction method, we examined whether people from collectivistic backgrounds (Chinese exchange students and immigrants from the Moluccas, Indonesia) living in the Netherlands differed from those from individualistic backgrounds (Dutch natives) in emotion suppression during everyday interactions. We also examined whether this depended on their relationship with the interaction partner(s). We found that Chinese participants suppressed positive and negative emotions more than Dutch and Moluccan participants and that this was related to differences in interdependent and independent self‐construal across the samples. We also found that Chinese participants suppressed positive emotions less in interactions with close others, whereas Dutch participants suppressed negative emotions more with non‐close others. No such differences were found for Moluccans. Our findings support the idea that people from collectivistic cultures suppress emotions more than those from individualistic cultures, but they also suggest that this depends on who the interaction partner is. Furthermore, they suggest that emotion suppression may change when people with collectivistic backgrounds have been raised in individualistic cultures.     

If You Are Emotionally Intelligent: The effects of customer‐related social stressors on counterproductive work behavior for front‐line service employees

Recent literature in the area of employee–customer interactions suggests that stressful encounters contribute to negative outcomes for service employees. Few studies, however, have focused on the effects of customer‐related social stressors (CSS) on counterproductive work behavior (CWB) among front‐line service employees. The researchers tested a moderated mediation model of the effects of CSS on CWB with the key objective of exploring the mediation effects of emotional exhaustion and the moderating effects of emotional intelligence on this relationship. Based on a sample of 244 call center representatives in China, the research revealed that CSS led to emotional exhaustion, which, in turn, related to CWB for service employees. Furthermore, emotional intelligence acted as a buffer on the effects of CSS on CWB via emotional exhaustion.     

The Influence of Emotional Dissonance on Subjective Health and Job Satisfaction: Testing the Stress–Strain–Outcome Model

We adopted the stress–strain–outcome model ( Koeske & Koeske, 1993 ) to examine the influence of work stressors on subjective health and job satisfaction among Chinese service employees. Two independent studies were reported. In the first study, 271 employees provided cross‐sectional data on work characteristics, emotional dissonance, work strain, and job satisfaction. Structural equation modeling showed that work characteristics were related to emotional dissonance, which, in turn, was associated with work strain, with the latter eventually predicting job satisfaction. Study 2 was a 3‐month longitudinal survey with a separate sample of 155 call‐center and retail‐shop representatives. Longitudinal data showed that emotional dissonance at Time 1 significantly predicted work strain at Time 2, which predicted job satisfaction at Time 2.     

Religion and Subjective Well‐Being Across Religious Traditions: Evidence from 1.3 Million Americans

I examine the relationship between religious service attendance and two domains (cognitive and affective) of subjective well‐being using Gallup Daily Poll data, which has a sample size over 1.3 million. I find that religious attendance is positively associated with both domains of subjective well‐being in all religious traditions examined, including non‐Christian traditions and “religious nones.” The strength of the association varies significantly across the traditions: stronger among Christian groups—particularly among the groups that are, on average, more observant—than among non‐Christian religions or “religious nones.” The stronger association among the observant groups is partly due to the lower level of well‐being among nonattendees in those groups than nonattendees in less observant groups. I also find that the association is stronger among individuals who consider religion an important part of life than among those who do not. Finally, my findings suggest that religious service attendance is equally strongly related to both domains of subjective well‐being.     

Psychological well‐being and day‐to‐day social interaction among older adults

A sample of 113 healthy older adults used a variant of the Rochester Interaction Record to describe the social interactions they had each day for two weeks. They also completed various measures of psychological well‐being including life satisfaction and loneliness. A series of multilevel random coefficient analyses found that life satisfaction scores were positively related to how enjoyable interactions were, how self‐assured people felt when interacting, how much control they felt they had over interactions, how responsive others were to their needs, and how socially active they were. Analyses that took participants’ marital status into account suggested, however, that interaction outcomes and life satisfaction were related only for married participants, and that these relationships were primarily due to interaction outcomes with spouses.     

Does Hub‐and‐Spoke organization of healthcare system promote workers' satisfaction?

The healthcare services network is a recent organizational structure of healthcare services that are interdependent and organized as a network on the basis of the Hub‐and‐Spoke model. This questionnaire‐based study analyzed socio‐psychological well‐being of health workers both in terms of team‐related experience and individual satisfaction and engagement with one's work in a Hub‐and‐Spoke healthcare service in comparison to non‐network healthcare service. Workers from two different public healthcare services involved in the treatment of the same skeletal rare diseases participated in the Study. We expected that working under a Hub‐and‐Spoke healthcare service—involving teamwork and cooperation among different healthcare services within the units, as well as among workers belonging to different units—would lead to greater psychological team‐related and individual benefits. In line with predictions, the findings showed that under a Hub‐and‐Spoke healthcare service, health workers felt highly interdependent by their team fellows and developed shared cognitions (i.e., team mental models) about their integration and their tasks to a higher extent than non‐network ones. They were also individually more satisfied of their job and displayed higher work engagement than non‐network workers. Beneficial team‐related dynamics, such as perceived interdependence, were responsible for the differences between the Hub‐and‐Spoke workers and non‐network ones. The implications of the present findings were discussed in terms of promotion of health workers' satisfaction and well‐being.     

The Influence of Organizational Culture on Work‐Related Personality Requirement Ratings: A multilevel analysis

The effects of organizational culture on job incumbents' ratings of work‐related personality requirements were investigated. Data collected from 270 customer service representatives working within 37 mobile phone service companies in China demonstrated significant between‐organization differences and sufficient within‐organization agreement on two dimensions of work‐related personality requirements, achievement orientation and conscientiousness, to suggest that these work‐related personality requirements can be interpreted as organizational‐level constructs. Furthermore, incumbents' ratings of the two personality requirements were positively related to two corresponding dimensions of organizational culture, achievement‐oriented culture and integrity‐oriented culture, respectively, and as predicted, both were positively associated with team‐oriented culture. Further analyses revealed that team‐oriented culture appeared to play a particularly salient role in predicting incumbents' perceptions about the importance of the two dimensions of personality requirements.     

Physiological Correlates of Choice‐Induced Dissonance: An Exploration of HPA‐Axis Responses

Choice can produce a negatively arousing cognitive conflict (called dissonance), which is thought to motivate the chooser to spread their preferences for the relevant options (called Spreading of Alternatives, or SA). The current work aimed to determine the relationship between HPA‐axis activity and both choice‐induced dissonance and its reduction (i.e. SA) among individuals with varying cultural backgrounds. European–Americans and Asians made a choice between two equally attractive CDs either in the presence of a cue indicative of social eyes (i.e. public‐choice condition) or in the absence thereof (i.e. private‐choice condition). As predicted, European–Americans and Asians showed a reliable SA primarily in the private and public choice conditions, respectively. Importantly, a sharp decline of salivary cortisol was observed over the span of 30 min, and, moreover, this decline was reliably predicted by the magnitude of SA regardless of either culture or the choice being private vs. public. These results suggest that although choice‐induced dissonance is too weak to elicit an HPA‐axis stress response, SA is associated with variability in the decline of salivary cortisol during the laboratory task. Copyright © 2015 John Wiley & Sons, Ltd.     

Emotion work and job stressors and their effects on burnout

Abstract This article reports research on emotion work, organizational as well as social variables as predictors of job burnout. In burnout research, high emotional demands resulting from interactions with clients are seen as a core characteristic of service jobs. However, these emotional demands were seldom measured in a direct manner. It was only recently that emotional demands were included in studies on burnout referring to the concept of emotion work (emotional labor). Emotion work is defined as the requirement to display organizationally desired emotions. A multi-dimensional concept of emotion work was used to analyze the relations of emotion work variables with organizational and social variables and their joint effect on burnout in five samples including employees working in children's homes, kindergartens, hotels, banks and call centers. Emotion work variables correlated with organizational stressors and resources. However, hierarchical multiple regression showed a unique contribution of emotion work variables in the prediction of burnout. Moreover, the analysis of interaction effects of emotional dissonance and organizational and social stressors showed that for service professionals, the coincidence of these stressors led to exaggerated levels of emotional exhaustion and depersonalization.     

Non‐standard work schedules and retention in the entry‐level hourly workforce

Non‐standard work schedules involve work outside the Monday–Friday daytime hours. Although research has heavily studied the health and family effects of such schedules, few studies have investigated their relationship to retention. We draw from Maertz and Campion's discussion of motivational forces that influence turnover to propose that employees on non‐standard schedules are more likely to quit their employer because of general job dissatisfaction and because of normative pressures from family and/or friends. Specifically, we hypothesized that employees on day shifts or weekday only schedules would remain with their employer longer than those who work on nonday shifts or on the weekends. We also hypothesized that perceived employment mobility would moderate the effects of non‐standard schedules on retention length. Hypotheses were tested among 3,178 retail employees who worked five different distinct shift arrangements and different weekday/weekend schedules. Cox regression analyses indicated that, as hypothesized, employees working nonday shifts or schedules including weekends remained with their employer for a shorter duration of time than employees not on such schedules. Perceived mobility moderated the schedule–turnover relationship, though not in the hypothesized manner. We discuss the theoretical and practical implications of these findings for work schedule assignment and retention strategies.     

Work stress and employee well‐being: The critical role of Zhong‐Yong

In the pursuit of well‐being at work, work stress is always an inescapable challenge. However, existing research shows that the relationships between work stress and employee outcomes are inconsistent, which indicates that the concept of work stress needs further investigation. Moreover, Zhong‐Yong serves as a cognitive strategy to coping with stress as well as being a pivotal life wisdom and practical rationality. Using a questionnaire survey, this study explores the relationship between work stress, employee well‐being, and Zhong‐Yong beliefs. The work stress was classified into challenge‐ and hindrance‐related stress while emotional exhaustion and job satisfaction were used as well‐being indicators. Using a sample of 394 employees from private enterprises in Taiwan as subjects, the results show that (1) hindrance‐related stress is destructive to employee well‐being; (2) challenge‐related stress is positively associated with emotional exhaustion but has no significant relation with job satisfaction; (3) Zhong‐Yong beliefs mitigate the harm from hindrance‐related stress on employee well‐being; and (4) Zhong‐Yong beliefs weaken the negative effects of challenge‐related stress on emotional exhaustion, and transform challenge‐related stress into eustress for job satisfaction.     

Emotional display rules and emotion self‐regulation: Associations with bullying and victimization in community‐based after school programs

We explored linkages among different components of emotional competence and bullying and victimization in children enrolled in community after school programs. Seventy‐seven children were recruited from after school programs and their display rule knowledge for sadness and anger was evaluated. Their emotion self‐regulation skills and bullying experiences were also assessed. Knowledge of display rules for sadness was a negative predictor of physical victimization whereas emotional lability/negativity was positively related to bullying. Boys bullied more than girls and family income was negatively related to bullying and emotional lability/negativity and positively associated with emotion self‐regulation. Emotion self‐regulation mediated the relation between family income and bullying. Analyses also suggested that bullies and bully‐victims had poorer emotion self‐regulation skills than non‐bullies/victims or victims. Copyright © 2010 John Wiley & Sons, Ltd.     

Working in Indigenous Contexts: Self‐Reported Experiences of Non‐Indigenous Australian Psychologists

Despite assertions in the literature that psychologists adopt culturally inappropriate strategies for working with Indigenous clients, there is little empirical evidence about this. The aim of this study was to document the self‐reported experiences of non‐Indigenous psychologists working with Indigenous clients, the factors that they felt constrain these interactions, and the clinical, assessment and communication strategies they perceived as effective in Indigenous contexts. Structured interviews were held with 23 psychologists, 18 females and five males, with age groups ranging from 20–30 to 50+. Thematic analysis of the data revealed that participants experienced contradictions between the typical Western white psychologists' ways of interacting with clients, which they had been taught and the typical ways in which relationships are structured in Indigenous communities. The results suggest that the Western model of psychological training does not work very well in Indigenous contexts, and that psychologists working in Indigenous contexts have to work out their own methods on a trial‐and‐error basis. This points to the need for more systematic cultural competence training. However, there is a lack of research into the effectiveness of psychological intervention from the viewpoints of Indigenous clients themselves.