Empathy and emotional dissonance: Impact on organizational citizenship behaviors |
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| Institution: | 1. Centre de recherche en psychologie du travail et de la consommation, université libre de Bruxelles, 50, avenue Roosevelt, 1070 Bruxelles, Belgium;2. Département de philosophie, pédagogie et psychologie, université de Verona, Porta Vittoria, 17, 37129 Verona, Italy;3. EA 4556, Laboratory Epsylon-Dynamics of Human Abilities & Health Behaviors, université Paul-Valéry, route de Mende, 34199 Montpellier cedex 5, France;2. Department of Cardiac Surgery;3. Department of Surgery, Seth Nandlad Dhoot Hospital, Aurangabad, M.S.;4. Department of Cardiac Surgery, M.G.M. Medical College and Hospital, Aurangabad, M.S.;6. Department of Anesthesia, Sri Jayadeva Institute of Cardiovascular Sciences and Research, Bengaluru, India;1. University of Bucharest, Sos.Panduri, 90, Bucharest, 050652, Romania;2. National College Ion Creanga, Bucharest, Psychology Department, Bucharest, 040281,Romania;1. Faculty of Counseling, Virginia Tech, Falls Church, USA;2. Faculty of Counseling, Old Dominion University, Norfolk, USA;3. Eastern Virginia Medical School, Norfolk, USA |
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| Abstract: | 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. |
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| Keywords: | Empathy Emotional dissonance Organizational citizenship behavior Emotional labour Empathie Dissonance émotionnelle Comportements de citoyenneté organisationnelle Travail émotionnel |
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