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Emotional Dissonance, Job Stress, and Intrinsic Motivation of Married Women Working in Call Centers: The Roles of Work Overload and Work-Family Conflict

Author

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  • Moo-Kyeong Jeon

    (Sogang Business School, Sogang University, Mapo-gu, Seoul 04107, Korea)

  • HyunJoong Yoon

    (Division of Business Administration and Accounting, Kangwon National University, Chuncheon-si 24341, Korea)

  • Yuha Yang

    (Institute of Industrial Relations, Seoul National University, Seoul 08826, Korea)

Abstract

This research was designed to test and extend the model of emotional dissonance. Previous models of emotional dissonance, such as the Job Demand-Resource (JD-R) and the Stress-Strain-Outcome (SSO) models, are limited in that they do not account for the influences of work and work–family-related conflicts. The present paper focused on emotional labor carried out by married women working in call centers. We developed the model of emotional dissonance influencing intrinsic motivation and job stress, with the moderating effects of work overload and work–family conflict. The data of 468 employees analyzed using least square regression showed that that emotional dissonance is positively related to job stress, but is negatively related to intrinsic motivation. Both work overload and work–family conflict were found to be significant moderators that aggravate the positive relationships between emotional dissonance and job stress, and the negative relationships between emotional dissonance and intrinsic motivation. Theoretical and practical implications on emotional labor and emotional dissonance are discussed.

Suggested Citation

  • Moo-Kyeong Jeon & HyunJoong Yoon & Yuha Yang, 2022. "Emotional Dissonance, Job Stress, and Intrinsic Motivation of Married Women Working in Call Centers: The Roles of Work Overload and Work-Family Conflict," Administrative Sciences, MDPI, vol. 12(1), pages 1-19, February.
    • Handle: RePEc:gam:jadmsc:v:12:y:2022:i:1:p:27-:d:747393
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    References listed on IDEAS

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    1. Jones, Eli & Chonko, Lawrence & Rangarajan, Deva & Roberts, James, 2007. "The role of overload on job attitudes, turnover intentions, and salesperson performance," Journal of Business Research, Elsevier, vol. 60(7), pages 663-671, July.
    2. Edna Rabenu & Aharon Tziner & Gil Sharoni, 2017. "The relationship between work-family conflict, stress, and work attitudes," International Journal of Manpower, Emerald Group Publishing Limited, vol. 38(8), pages 1143-1156, November.
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