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.     

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.     

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.     

The mediating role of self-efficacy between emotional intelligence and job satisfaction of primary school teachers

IntroductionIn this study, it was analyzed whether self-efficacy has a mediating role between the emotional intelligence and job satisfaction of primary school teachers.ObjectiveIt is to test the relationships between primary school teachers job satisfaction, self-efficacy and emotional intelligence levels.MethodA path analysis was performed on a sample of 252 primary school teachers.ResultsIt was found that self-efficacy mediated the relationship between emotional intelligence and job satisfaction.ConclusionBased on the findings of the study, the relationships between emotional intelligence, job satisfaction and self-efficacy were discussed in the literature and various suggestions were made to concerned future researchers and practitioners.     

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.     

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.     

Psychological strain and emotional labor among police-officers: A diary study

The authors examined the relationship between psychological strain, emotional dissonance and emotional job demands during a working day of 65 Dutch (military) police officers, using a 5-day diary design. We hypothesized that emotional dissonance partly mediated the relationship between psychological strain at the start and at the end of a work shift. We also tested the mediating role of emotional dissonance between emotional job demands and psychological strain at the end of a work shift. Results of structural equation modeling analyses showed that psychological strain at the start of a work shift had a positive effect on the experience of emotional dissonance and psychological strain at the end of a work shift. Emotional dissonance partly mediated the relationship between psychological strain at the start and psychological strain at the end of a work shift. Results are discussed in light of conservation of resources theory (Hobfoll, S. E. (1988). The ecology of stress. New York: Hemisphere Publishing Corporation).     

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).     

Psychological strain and emotional labor among police-officers: A diary study

The authors examined the relationship between psychological strain, emotional dissonance and emotional job demands during a working day of 65 Dutch (military) police officers, using a 5-day diary design. We hypothesized that emotional dissonance partly mediated the relationship between psychological strain at the start and at the end of a work shift. We also tested the mediating role of emotional dissonance between emotional job demands and psychological strain at the end of a work shift. Results of structural equation modeling analyses showed that psychological strain at the start of a work shift had a positive effect on the experience of emotional dissonance and psychological strain at the end of a work shift. Emotional dissonance partly mediated the relationship between psychological strain at the start and psychological strain at the end of a work shift. Results are discussed in light of conservation of resources theory (Hobfoll, S. E. (1988). The ecology of stress. New York: Hemisphere Publishing Corporation).     

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 social and dispositional variables associated with emotional processing in adjustment to breast cancer: an internet-based study.

Cognitive and emotional processing is seen as critical to successful adjustment to traumatic experiences, such as breast cancer. Cognitive and emotional processing can be facilitated by dispositional and social environmental factors. Emotional intelligence is a dispositional characteristic defined as the ability to understand, accurately perceive, express, and regulate emotions (J. D. Mayer & P. Salovey. 1997). This study investigated psychological adjustment as a function of emotional intelligence, social support, and social constraints in 210 patients recruited via postings to Internet-based breast cancer support groups. Regression analyses indicated high social constraints and low emotional intelligence were associated with greater distress. Evidence suggested high emotional intelligence could buffer against the negative impact of a toxic social environment. Results support a social-cognitive processing model of adaptation to traumatic events and suggest consideration of emotional intelligence may broaden this model.     

Relation of an ability measure of emotional intelligence to personality

Is emotional intelligence simply a naive theory of personality, or is it a form of intelligence? If emotional intelligence is to be of value, it must measure something unique and distinct from standard personality traits. To explore this question, this study examined an ability test of emotional intelligence and its relationship to personality test variables to determine the extent to which these constructs overlap. A sample of 183 men and women took the Multifactor Emotional Intelligence Scale (Mayer, Caruso, & Salovey, 1999), an ability measure of emotional intelligence as well as measures of career interests, personality, and social behavior. Emotional intelligence was measured reliably and was relatively independent of traditionally defined personality traits, supporting the discriminant validity of the emotional intelligence construct.     

Emotional competence as antecedent to performance: a contingency framework

Emotional intelligence is the ability to monitor one's own and others' thinking and actions. In this integrative review, the author seeks to determine the causes of the weak relationship between emotional intelligence and performance by positing that certain emotional competencies, rather than emotional intelligence, are the true predictors of performance. The author theorizes that emotional competencies (including self-control, resilience, social skills, conscientiousness, reliability, integrity, and motivation) interact with organizational climate and job demands or job autonomy to influence performance, as represented in the form of 5 empirically testable propositions. Self-control and emotional resilience are considered to delay the onset of a decline in performance from excessive job demands. Social skills, conscientiousness, reliability, and integrity assist to promote trust, which in turn may build cohesiveness among the members of work groups. Motivation may fuel job involvement in environments that promise psychological safety and psychological meaningfulness. A combination of superior social skills and conscientiousness may enhance the self-sacrifice of benevolent employees to heightened levels of dependability and consideration. Finally, emotional honesty, self-confidence, and emotional resilience can promote superior performance, if positive feedback is delivered in an informative manner, and can mitigate the adverse effects of negative feedback.     

The dark side of emotional intelligence: the role of gender and the Dark Triad in emotional manipulation at work

Objective : This study investigated people's willingness to emotionally manipulate others maliciously and disingenuously in the workplace. It also examined the role of gender, emotional intelligence, and the Dark Triad traits in this destructive behaviour. Method : A sample of employees (N = 765; 581 females, 184 males) from varying occupations completed measurements of emotional manipulation willingness in the workplace, emotional intelligence, and the Dark Triad. Results : T-tests revealed that females were significantly less likely than males to engage in both malicious and disingenuous emotional manipulation. In bivariate correlations, higher levels of emotional intelligence were associated with disingenuous emotional manipulation in females only. Emotional intelligence was also a significant contributor to disingenuous emotional manipulation in multiple regression analysis, indicating the existence of a “dark side to emotional intelligence” at work. In females, the magnitude of correlations (small to moderate) between the Dark Triad traits and both forms of emotional manipulation were similar. In males, both forms of emotional manipulation most strongly correlated with Machiavellianism, followed by narcissism, then psychopathy. Conclusion : This study is the first to demonstrate that good emotional intelligence skills can facilitate undesirable workplace behaviours. Emotional manipulation is elevated in males with a relentless drive to achieve goals, and in females with broader deceptive tendencies.     

Determinants of Perceived Stress in Adolescence: The Role of Personality Traits,Emotional Abilities,Trait Emotional Intelligence,Self-Efficacy,and Self-Esteem

The aim of the current study was to examine the explanatory power of personality traits, emotional abilities, trait emotional intelligence, self-efficacy, and self-esteem in predicting perceived stress in adolescents. The data were collected from 406 high school students, aged 18-22 years (M_age = 18.47, SD = 0.64). Perceived stress was assessed with the 10-item Perceived Stress Scale (PSS-10). Personality traits were measured with the Eysenck Personality Short Scale (EPQ-R-S), emotional abilities were assessed with two performance tests, the Emotional Intelligence Scale – Faces (SIE-T), and the Emotion Understanding Test (TRE), and trait emotional intelligence was measured with a selfreport questionnaire (the Schutte Emotional Intelligence Scale, SEIS). The Generalized Self-Efficacy Scale (GSES) and the Rosenberg Self-Esteem Scale (RSES) were also used. Results indicate that the strongest determinant of perceived stress in adolescents was high neuroticism. Perceived stress was also determined by low self-efficacy and self-esteem, as well as high extraversion and psychoticism. Women reported higher perceived stress than men. There also were differences in the determinants of perceived stress between graduate and nongraduate students. The obtained results suggest that the development of high self-esteem and high self-efficacy may contribute to perceptions of lower stress in adolescents and may be especially valuable for neurotic individuals and for women, who are more exposed to stress.     

员工负性情绪对情绪劳动策略的影响

情绪劳动指的是员工在工作中按照组织的要求来调节自己的情绪感受和表达, 是服务行业普遍关注的问题。本研究基于自我调节理论(Self-Regulation Theory), 探讨了员工个体内负性情绪对情绪劳动策略的影响效应, 以及个体间水平上员工工作年限和情绪智力对该效应的跨层次调节作用。通过分析收集自210名呼叫中心员工14个工作日的追踪数据, 本研究发现员工每天的负性情绪显著抑制了深层动作; 工作年限和情绪智力显著调节了个体内负性情绪对情绪劳动策略的影响效应。数据分析结果支持了情绪劳动的研究中自我调节理论的作用, 本研究也据此讨论了理论意义和实践应用价值。     

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.     

Characteristic emotional intelligence and emotional well-being

Both theory and previous research suggest a link between emotional intelligence and emotional well-being. Emotional intelligence includes the ability to understand and regulate emotions; emotional well-being includes positive mood and high self-esteem. Two studies investigated the relationship between emotional intelligence and mood, and between emotional intelligence and self-esteem. The results of these studies indicated that higher emotional intelligence was associated with characteristically positive mood and higher self-esteem. The results of a third study indicated that higher emotional intelligence was associated with a higher positive mood state and greater state self-esteem. The third study also investigated the role of emotional intelligence in mood and self-esteem regulation and found that individuals with higher emotional intelligence showed less of a decrease in positive mood and self-esteem after a negative state induction using the Velten method, and showed more of an increase in positive mood, but not in self-esteem, after a positive state induction. The findings were discussed in the light of previous work on emotional intelligence, and recommendations were made for further study.     

Measuring emotional intelligence

The purposes of this study were (a) to develop a measure of emotional intelligence, the Emotional Intelligence Inventory and (b) to find the underlying dimensions of the inventory by testing 111 high school students at a bilingual college preparatory school. The inventory has 45 items. After excluding the four weakest items, the reliability coefficient alpha was .83. Subsequently, 319 junior and senior high school students at the same school were administered the 41 items. The reliability coefficient was .81. A maximum likelihood factor analysis with a varimax rotation yielded four factors of empathy, utilization of feelings, handling relationships, and self-control. Psychometric properties were sound, and the revised Emotional Intelligence Inventory can be recommended for use in the investigation of emotional intelligence.     

情绪智力的负面效应及机制

情绪智力是知觉、使用、理解与管理情绪的一组能力。既有研究常将情绪智力与其亲社会性联系起来, 却忽视了它可能存在的负面效应。工作场所中情绪智力的负面效应体现为对内有损身心健康和工作绩效, 对外导致情绪操控和消极行为, 其内在机制可结合自我损耗效应与情绪智力策略模型进行探讨。未来研究应进一步探讨情绪智力负面效应的内在心理机制和特定情境机制, 以及开展群体层次的情绪智力负面效应研究。