The impact of emotional dissonance on organizational commitment and intention to turnover.

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.     

Negative affectivity: moderator or confound in emotional dissonance-outcome relationships?

This study was an examination of the impact of negative affectivity on relationships between emotional dissonance, job satisfaction, and emotional exhaustion. Negative affectivity is the predisposition to view life in negative terms. Emotional dissonance originates from the conflict between expressed and experienced emotions. In organizations that require the expression of positive emotions, high negative affectivity individuals may experience conflict between expressed, positive emotions and felt, negative emotions. A moderator effect exists when high negative affectivity individuals experience greater job dissatisfaction and emotional exhaustion. Alternatively, negative affectivity may exert a confounding effect through its relationship to both emotional dissonance and its outcomes. Empirical tests showed that negative affectivity moderated the emotional dissonance-job satisfaction relationship and confounded the emotional dissonance-emotional exhaustion relationship.     

The role of job control as a moderator of emotional dissonance and emotional intelligence-outcome relationships

Job control may be defined as the latitude to make decisions and the freedom to select the most appropriate skills to complete the task. Emotional dissonance may be defined as the conflict between expressed and experienced emotions. In this study, job control and self-efficacy were theorized to jointly affect emotional dissonance. Individuals with high self-efficacy were found to be more satisfied under conditions of little job control, whereas those with low self-efficacy favored high job control. The impact of job control on emotional intelligence was also studied. Emotional intelligence may be defined as the set of skills that contribute to accurate self-appraisal of emotion as well as the detection of emotional cues in others and the use of feelings to motivate and achieve in one's life. Emotional intelligence and job control explained significant amounts of the variance in both job satisfaction and organizational commitment. Theoretical and practical implications are discussed.     

Willing and able to fake emotions: a closer examination of the link between emotional dissonance and employee well-being

Emotional dissonance resulting from an employee's emotional labor is usually considered to lead to negative employee outcomes, such as job dissatisfaction and emotional exhaustion. Drawing on Festinger's (1957) cognitive dissonance theory, we argue that the relationship between service employees' surface acting and job dissatisfaction and emotional exhaustion is moderated by 2 aspects of a service worker's self-concept: the importance of displaying authentic emotions (reflecting the self-concept's self-liking dimension) and the employee's self-efficacy when faking emotions (reflecting the self-competence dimension). A survey of 528 frontline employees from a wide variety of service jobs provides support for the moderating role of both self-concept dimensions, which moderate 3 out of 4 relationships. Theoretical and practical implications are discussed from the perspectives of cognitive dissonance and emotional labor theories.     

Empathy and emotional dissonance: Impact on organizational citizenship behaviors

IntroductionThe ability of nurses to hold competing emotions is at the heart of a number of recent studies. Empathy is an emotional resource in nurse-patient interactions and promotes positive experiences at work. On the contrary, emotional dissonance resulting from nurse/patient interactions is usually considered to lead to negative outcomes, such as job dissatisfaction (Brotherigde & Grandey, 2002).ObjectiveThe aim of this study is to investigate the extent to which empathy and emotional dissonance are associated with organizational citizenship behavior among a group of Italian nurses.MethodA questionnaire was distributed to 222 nurses, working in two multidisciplinary hospitals in a North region of Italy.ResultsResults support the hypothesis that both cognitive and emotional empathy have significant effects on nurses’ organizational citizenship behavior directed at the organization. Cognitive empathy explained significant variance in organizational citizenship directed only at specific individuals.ConclusionThese findings confirm that cognitive and emotional empathy have different impact on nurses’ organizational citizenship behavior. Further studies are required to inform education or for application in clinical settings.     

L’addiction au travail : quels effets de la charge de travail,de la dissonance émotionnelle et du surinvestissement ?

The present study aimed to assess workaholism in the light of job demands (psychological demands, efforts, emotional dissonance) and job resources (control, social support, rewards). The study was conducted among 342 employment counselors. The results revealed that the employment counselors would have all the more workaholism behaviors that the organizational context expose them to high levels of psychological demands and efforts, high levels of over-commitment and emotional dissonance and low levels of social support and rewards. Multiple regressions highlighted the central role of psychological demands, over-investment and emotional dissonance to reveal workaholism.     

The relationship of emotional exhaustion to work attitudes,job performance,and organizational citizenship behaviors

The authors investigated the negative consequences of emotional exhaustion for individual employees and their employers. On the basis of social exchange theory, the authors proposed that emotional exhaustion would predict job performance, 2 classes of organizational citizenship behavior, and turnover intentions. In addition, the authors posited that the relationship between emotional exhaustion and effective work behaviors would be mediated by organizational commitment. With only a few exceptions, the results of 2 field studies supported the authors' expectations. In addition, emotional exhaustion exerted an independent effect on these criterion variables beyond the impact of age, gender, and ethnicity.     

Social Context Effects in the Display of Emotion: Accountability in a Simulated Organization1

Emotional labor involves employees' displays of appropriate emotions done to comply with emotional display rules created to attain organizational goals. This study examined whether display rules operationalized as process accountability (being held accountable for the quality of emotional displays during social interactions) and as outcome accountability (being held responsible for producing desired outcomes in others) would affect participants' emotional labor. In a simulated job interview, process accountability increased emotional labor; this occurred only in the absence of outcome accountability. The findings imply that display rules that encourage attention to sustaining quality interactions are likely to be more successful in achieving organizational goals than are rules that focus directly on producing predetermined outcomes.     

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.     

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.     

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.     

Le soutien organisationnel perçu peut-il agir comme une ressource sociale ? Une analyse sous l’angle de la théorie de la conservation des ressources

This paper reports an empirical study in which perceived organizational support is considered as a social resource in a stress model conceived within the perspective of Conservation of Resources theory. A study conducted among 181 employees and their supervisors reveals that role stressors impact work outcomes through perceptions of anticipated or actual resource loss and lack of resource gains. Moreover, perceived organizational support exerts a moderating effect in the relationships between resource loss and lack of resource gains and emotional exhaustion, affective commitment, and job performance. We discuss the implications of these findings for our understanding of the psychological mechanisms associated with perceived organizational support.     

Emotional dissonance,emotional exhaustion and job satisfaction in call centre workers

The rapid rise of the service sector, and in particular the call centre industry has made the study of emotional labour increasingly important within the area of occupational stress research. Given high levels of turnover and absenteeism in the industry this article examines the emotional demands (emotional labour) of call centre work and their relationship to the job satisfaction and emotional exhaustion in a sample of South Australian call centre workers (N?=?98) within the theoretical frameworks of the job demand?–?control model, the effort?–?reward imbalance model, and the job demands?–?resources model. Qualitatively the research confirmed the central role of emotional labour variables in the experience of emotional exhaustion and satisfaction at work. Specifically the research confirmed the pre-eminence of emotional dissonance compared to a range of emotional demand variables in its potency to account for variance in emotional exhaustion and job satisfaction. Specifically, emotional dissonance mediated the effect of emotional labour (positive emotions) on emotional exhaustion. Furthermore emotional dissonance was found to be equal in its capacity to explain variance in the outcomes compared to the most frequently researched demand measure in the work stress literature (psychosocial demands). Finally, emotional dissonance was found to exacerbate the level of emotional exhaustion at high levels of psychosocial demands, indicating jobs combining high levels of both kinds of demands are much more risky. Future theorizing about work stress needs to account for emotional demands, dissonance in particular. Potential ways to alleviate emotional exhaustion due to emotional dissonance is to reduce other psychosocial demands, increase rewards, support and control as conceptualized in the JDR model. Ways to boost job satisfaction are to increase control, support, and rewards.     

Organizational cynicism: bases and consequences

Organizational cynicism is the belief that an organization lacks integrity, which, when coupled with a powerful negative emotional reaction, leads to disparaging and critical behavior. In this article, the author attempts to theoretically clarify the process by which five forms of cynicism develop in the workplace and to empirically relate them to affective outcomes. Societal, employee, and organizational change cynicisms may be attributed to psychological contract violations; work cynicism may be related to burnout; and person-role conflict and personality cynicism may be related to innate hostility. Empirically, personality cynicism emerged as the strongest predictor of organizational cynicism, adversely affecting all of the criteria. Other forms of cynicism had more selective effects. Organizational change cynicism induced job dissatisfaction and alienation, and employee cynicism affected organizational commitment. Societal cynicism actually increased both job satisfaction and commitment. Both personality and work cynicisms were related to organizational citizenship indirectly, through alienation. Theoretical and practical implications are discussed.     

A Mediated Moderation Model of Recruiting Socially and Environmentally Responsible Job Applicants

Socially and environmentally responsible organizations must attend to the fit of employees with the values of the organization. Recruiting practices are a key tool for ensuring fit with an organization's culture and values. We develop and test a model of the process through which recruitment information about an organization's social and environmental responsibility values differentially affect job seeker perceived fit, attraction, and job pursuit intentions depending on job seekers’ desire to have a significant impact through work. Our model of mediated moderation is tested with a sample of 339 actual job seekers using conditional process modeling and nonlinear bootstrapping techniques. Results support expectations that advertisement messages about an organization's social and environmental responsibility values interact with applicants’ desire to have a significant impact through work to influence job pursuit intentions through the hypothesized mediational process. Implications of the model for research on recruitment and organizational social and environmental responsibility are discussed.     

Dissonance émotionnelle et bien-être dans la profession infirmière : le rôle médiateur des stratégies de régulation émotionnelle

The purpose of this study is to contribute to understanding the role of emotional regulation strategies in the relationship between emotional dissonance and well-being at work. The study was conducted on a sample of 559 nurses from two Algerian hospitals. The results indicate that emotional dissonance has a negative relationship with work engagement and job satisfaction. Attentional deployment and expressive suppression play a mediating role in this relationship. Emotional work can be understood as an important mechanism in the relationship between dissonance/well-being at work.     

UNDERSTANDING THE IMPACT OF PERSONALITY TRAITS ON INDIVIDUALS' TURNOVER DECISIONS: A META-ANALYTIC PATH MODEL

Historically, researchers have sought to identify environmental causes of employee turnover. This paradigm has led to the underemphasis of individual differences as being an important cause of individuals' turnover decisions. The results of the meta-analysis show that personality traits do have an impact on individuals' turnover intentions and behaviors. The trait of Emotional Stability best predicted (negatively) employees' intentions to quit, whereas the traits of Conscientiousness and Agreeableness best predicted (negatively) actual turnover decisions. A theoretically developed path model showed important direct effects from personality to intentions to quit and turnover behaviors that were not captured through job satisfaction or job performance. These direct effects indicate that employees who are low on Emotional Stability may intend to quit for reasons other than dissatisfaction with their jobs or not being able to perform their jobs well. The direct effects on turnover suggest that individuals who are low on Agreeableness or high on Openness may engage in unplanned quitting. Personality traits had stronger relationships with outcomes than did non-self-report measures of job complexity/job characteristics.     

Organizational Politics and Job Outcomes: The Moderating Effect of Trust and Social Support

We propose a model for examining the moderating effect of trust and social support on the relationship between organizational politics and job outcomes. The model was tested empirically using data collected among 142 academics in one of Israel's major research universities. Findings based on interaction effects support the hypothesis that trust and social support are good moderators of the relationship between perceived organizational politics (POPs) and several job outcomes (i.e., job satisfaction, organizational commitment, stress, burnout). In other words, the potentially negative aftermaths of POPs can be controlled and reduced when trust and social support dominate the intra‐organizational climate. Theoretical and practical implications of the findings, as well as recommendations for future studies, are suggested.     

影响员工工作投入的组织相关因素研究

以361名企事业员工为被试,采用问卷法和结构方程建模分析方法探讨了组织公平、角色压力、组织支持感和组织承诺对工作投入的影响及其途径。结果表明:角色压力、组织公平与组织支持感均对工作投入和组织承诺有较好的预测效力。经检验,组织公平和组织支持感对工作投入产生显著的间接影响,组织承诺则主要表现为直接影响;而角色压力对于工作投入既有直接影响,又存在间接影响。     

Work-life benefits and job pursuit intentions: The role of anticipated organizational support

The current study examined the impact of two work-life benefits, work schedule flexibility, and dependent care assistance, on applicants' intentions to pursue jobs with potential employers. The study also explored whether anticipated organizational support would mediate the relationships between these two work-life benefits and job pursuit intentions. Results indicated that although work schedule flexibility, dependent care assistance, and salary were all related to job pursuit intentions, only schedule flexibility, and dependent care were related to anticipated organizational support. Findings also indicated that anticipated organizational support fully mediated the effects of work schedule flexibility and dependent care assistance on job pursuit intentions. Findings are discussed in terms of the importance of organizational support as a mediating mechanism through which work-life benefits influence more distal outcomes, and in terms of implications for organizational recruiting strategies.