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.