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Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance

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  • Dijk, Pieter A Van
  • Brown, Andrea Kirk

Abstract

Conflicting empirical findings in studies assessing the relationship between emotional labour and negative job outcomes are partly due to the lack of clarity regarding the conceptualisation and measurement of emotional dissonance. Emotional dissonance has been variously described and measured as an antecedent or as a consequence of the performance of emotional labour, as well as an inherent component of emotional labour. Recent conceptualisations of dissonance have proposed a mediator role for emotional dissonance between emotional labour and the outcome of emotional exhaustion. Concepts from cognitive dissonance theory support this conceptualisation and were used to empirically test this proposed relationship with a sample of 181 staff from two tourism based organisations providing a range of visitor/customer services. The results demonstrated a significant partial mediation role for emotional dissonance in the relationship between emotional labour and emotional exhaustion, supporting the use of a more theoretically and methodologically consistent measure of emotional dissonance.

Suggested Citation

  • Dijk, Pieter A Van & Brown, Andrea Kirk, 2006. "Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance," Journal of Management & Organization, Cambridge University Press, vol. 12(2), pages 101-115, September.
    • Handle: RePEc:cup:jomorg:v:12:y:2006:i:02:p:101-115_00
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    Cited by:

    1. Wijeratne, Aaron J.C. & Van Dijk, Pieter A. & Kirk-Brown, Andrea & Frost, Lionel, 2014. "Rules of engagement: The role of emotional display rules in delivering conservation interpretation in a zoo-based tourism context," Tourism Management, Elsevier, vol. 42(C), pages 149-156.
    2. Silvia Simbula & Greta Mazzetti & Dina Guglielmi, 2019. "A Three-Wave Study on the Reciprocal Relationships between Emotional Dissonance, Need for Recovery, and Exhaustion," Sustainability, MDPI, vol. 11(19), pages 1-16, September.
    3. Chongho Lee & Myungsook An & Yonghwi Noh, 2015. "The effects of emotional display rules on flight attendants’ emotional labor strategy, job burnout and performance," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 409-425, September.
    4. Lokman TOPRAK & Gülseren ÖZALTAŞ SERÇEK & Ayhan KARAKAŞ & Sadık SERÇEK, 2015. "The Relation Between Emotional Labor, Job Burnout And Intention To Turnover: A Research On Travel Agency Workers," ECONOMY AND SOCIOLOGY: Theoretical and Scientifical Journal, Socionet;Complexul Editorial "INCE", issue 3, pages 48-58.
    5. Xue, Jinjie & Liu, Junqi & Geng, Zizhen & Yuan, Hongping & Chao, Lei, 2023. "Why and when do paradoxical management capabilities matter to paradoxical pressure? An empirical investigation of the role of coopetition," Technovation, Elsevier, vol. 120(C).
    6. Sukbong Choi & Yungil Kang & Kyunghwan Yeo, 2021. "Effect of a Protestant Work Ethic on Burnout: Mediating Effect of Emotional Dissonance and Moderated Mediating Effect of Negative Emotion Regulation," Sustainability, MDPI, vol. 13(11), pages 1-14, May.
    7. Heyeon Park & Hyunjin Oh & Sunjoo Boo, 2019. "The Role of Occupational Stress in the Association between Emotional Labor and Mental Health: A Moderated Mediation Model," Sustainability, MDPI, vol. 11(7), pages 1-12, March.
    8. Van Dijk, Pieter A. & Smith, Liam D.G. & Cooper, Brian K., 2011. "Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes," Tourism Management, Elsevier, vol. 32(1), pages 39-45.
    9. Edward Shih-Tse Wang & Bi-Kun Tsai & Tzy-Ling Chen & Shu-Chun Chang, 2010. "The influence of emotions displayed and personal selling on customer behaviour intention," The Service Industries Journal, Taylor & Francis Journals, vol. 32(3), pages 353-366, October.

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