Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/minimizing-the-cost-of-emotional-dissonance-at-work-a-multi-sample-7hP3AEd3Lv
References (79)
-
Kristopher Preacher, Derek Rucker, A. Hayes (2007)
Addressing Moderated Mediation Hypotheses: Theory, Methods, and PrescriptionsMultivariate Behavioral Research, 42
-
Herman Aguinis, James Beaty, R. Boik, C. Pierce (2005)
Effect size and power in assessing moderating effects of categorical variables using multiple regression: a 30-year review.The Journal of applied psychology, 90 1
-
Rajnandini Pillai, C. Schriesheim, E. Williams (1999)
Fairness Perceptions and Trust as Mediators for Transformational and Transactional Leadership: A Two-Sample StudyJournal of Management, 25
-
J. Morris, D. Feldman (1996)
The Dimensions, Antecedents, and Consequences of Emotional LaborAcademy of Management Review, 21
-
10.1016/S0149-2063(03)00025-4
-
L. Tourigny, V. Baba, Jian Han, Xiaoyun Wang (2013)
Emotional exhaustion and job performance: the mediating role of organizational commitmentThe International Journal of Human Resource Management, 24
-
M. Konovsky, R. Cropanzano (1991)
Perceived fairness of employee drug testing as a predictor of employee attitudes and job performance.The Journal of applied psychology, 76 5
-
C. Dormann, Diana Kaiser (2002)
Job conditions and customer satisfactionEuropean Journal of Work and Organizational Psychology, 11
-
S. Mishra, D. Bhatnagar (2010)
Linking emotional dissonance and organizational identification to turnover intention and emotional well‐being: A study of medical representatives in IndiaHuman Resource Management, 49
-
S. Crampton, J. Wagner (1994)
Percept-Percept Inflation in Microorganizational Research: An Investigation of Prevalence and EffectJournal of Applied Psychology, 79
-
Paul Spector (2006)
Method Variance in Organizational ResearchOrganizational Research Methods, 9
-
D. Yagil (2012)
The mediating role of engagement and burnout in the relationship between employees' emotion regulation strategies and customer outcomesEuropean Journal of Work and Organizational Psychology, 21
-
S. Mishra (2014)
Linking perceived organizational support to emotional laborPersonnel Review, 43
-
Gabriela Topa, Carlos-María Alcover (2015)
Psychosocial factors in retirement intentions and adjustment: a multi-sample studyCareer Development International, 20
-
A. Rafaeli, R. Sutton (1987)
Expression of Emotion as Part of the Work RoleAcademy of Management Review, 12
-
10.1177/001872679905201005
-
R. Erickson, A. Wharton (1997)
Inauthenticity and DepressionWork and Occupations, 24
-
P. Bal, A. Lange (2015)
From flexibility human resource management to employee engagement and perceived job performance across the lifespan: A multisample studyJournal of Occupational and Organizational Psychology, 88
-
10.1007/BF02723327
-
Blake Ashforth, R. Humphrey (1993)
Emotional Labor in Service Roles: The Influence of IdentityAcademy of Management Review, 18
-
Kerry Lewig, M. Dollard (2003)
Emotional dissonance, emotional exhaustion and job satisfaction in call centre workersEuropean Journal of Work and Organizational Psychology, 12
-
R. Eisenberger, Robin Huntington, Steven Hutchison, D. Sowa (1986)
Perceived organizational support.Journal of Applied Psychology, 71
-
Gautam Ray, J. Barney, W. Muhanna (2004)
CAPABILITIES, BUSINESS PROCESSES, AND COMPETITIVE ADVANTAGE: CHOOSING THE DEPENDENT VARIABLE IN EMPIRICAL TESTS OF THE RESOURCE-BASED VIEWSouthern Medical Journal, 25
-
10.1177/002224378101800104
-
S. Hobfoll (2001)
The Influence of Culture, Community, and the Nested-Self in the Stress Process: Advancing Conservation of Resources TheoryApplied Psychology, 50
-
P. Harvey, Jason Stoner, Wayne Hochwarter, C. Kacmar (2007)
Coping with abusive supervision: The neutralizing effects of ingratiation and positive affect on negative employee outcomesLeadership Quarterly, 18
-
T. Hennig-Thurau, Markus Groth, Michael Paul, Dwayne Gremler (2006)
Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships:Journal of Marketing, 70
-
S. Diestel, K. Schmidt (2011)
The moderating role of cognitive control deficits in the link from emotional dissonance to burnout symptoms and absenteeism.Journal of occupational health psychology, 16 3
-
I. Houkes, P. Janssen, J. Jonge, A. Bakker (2003)
Specific determinants of intrinsic work motivation, emotional exhaustion and turnover intention: A multisample longitudinal studyJournal of Occupational and Organizational Psychology, 76
-
E. Heuven, A. Bakker (2003)
Emotional dissonance and burnout among cabin attendantsEuropean Journal of Work and Organizational Psychology, 12
-
R. Abraham (1999)
The impact of emotional dissonance on organizational commitment and intention to turnover.The Journal of psychology, 133 4
-
F. Cheung, R. Cheung (2013)
Effect of Emotional Dissonance on Organizational Citizenship Behavior: Testing the Stressor-Strain-Outcome ModelThe Journal of Psychology, 147
-
A. Crego, David Martínez-Iñigo, F. Tschan (2013)
Moderating effects of attributions on the relationship between emotional dissonance and surface acting: a transactional approach to health care professionals' emotion workJournal of Applied Social Psychology, 43
-
I. Jawahar, T. Stone, Jennifer Kisamore (2007)
Role conflict and burnout: The direct and moderating effects of political skill and perceived organizational support on burnout dimensions.International Journal of Stress Management, 14
-
J. George, Thomas Reed, Karen Ballard, J. Colin, J. Fielding (1993)
Contact with AIDS patients as a source of work-related distress: effects of organizational and social support.Academy of Management journal. Academy of Management, 36 1
-
Joseph Hair, M. Sarstedt, Lucas Hopkins, Volker Kuppelwieser (2014)
Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business researchEuropean Business Review, 26
-
L. Aroian (1947)
The probability function of the product of two normally distributed variables.Annals of Mathematical Statistics, 18
-
I. Houkes, P. Janssen, J. Jonge, F. Nijhuis (2001)
Work and Individual Determinants of Intrinsic Work Motivation, Emotional Exhaustion, and Turnover Intention: A Multi-Sample AnalysisInternational Journal of Stress Management, 8
-
R. Cropanzano, D. Rupp, Zinta Byrne (2003)
The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors.The Journal of applied psychology, 88 1
-
C. Argyris (1957)
Personality and organization -
M. Evans (1985)
A Monte Carlo study of the effects of correlated method variance in moderated multiple regression analysisOrganizational Behavior and Human Decision Processes, 36
-
Magnus Söderlund, S. Rosengren (2008)
Revisiting the smiling service worker and customer satisfactionInternational Journal of Service Industry Management, 19
-
10.1037/0022-3514.79.1.131
-
P. Budhwar, Y. Debrah (2009)
Future research on human resource management systems in AsiaAsia Pacific Journal of Management, 26
-
C. Fornell, D. Larcker (1981)
Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research, 18
-
Maria Kraimer (1997)
Organizational goals and values: A socialization modelHuman Resource Management Review, 7
-
P. Shrout, N. Bolger (2002)
Mediation in experimental and nonexperimental studies: new procedures and recommendations.Psychological methods, 7 4
-
J. Gross (2007)
Handbook of emotion regulation -
10.1509/jmkg.70.3.058
-
T. Taris, P. Schreurs, Ingrid Silfhout (2001)
Job stress, job strain, and psychological withdrawal among Dutch university staff: Towards a dualprocess model for the effects of occupational stressWork & Stress, 15
-
S. Hobfoll (1989)
Conservation of resources. A new attempt at conceptualizing stress.The American psychologist, 44 3
-
D. Allen, L. Shore, R. Griffeth (2003)
The Role of Perceived Organizational Support and Supportive Human Resource Practices in the Turnover ProcessJournal of Management, 29
-
D. Billings, S. Folkman, M. Acree, J. Moskowitz (2000)
Coping and physical health during caregiving: the roles of positive and negative affect.Journal of personality and social psychology, 79 1
-
Wayne Hochwarter, L. Witt, Darren Treadway, G. Ferris (2006)
The interaction of social skill and organizational support on job performance.The Journal of applied psychology, 91 2
-
José González, T. Garazo (2006)
Structural relationships between organizational service orientation, contact employee job satisfaction and citizenship behaviorInternational Journal of Service Industry Management, 17
-
Jacqueline Coyle-Shapiro, N. Conway (2005)
Exchange relationships: examining psychological contracts and perceived organizational support.The Journal of applied psychology, 90 4
-
Cory Clark, Jamie Luguri, P. Ditto, J. Knobe, A. Shariff, R. Baumeister (2014)
Free to punish: a motivated account of free will belief.Journal of personality and social psychology, 106 4
-
D. Zapf, M. Holz (2006)
On the positive and negative effects of emotion work in organizationsEuropean Journal of Work and Organizational Psychology, 15
-
R. Vandenberg, J. Nelson (1999)
Disaggregating the Motives Underlying Turnover Intentions: When Do Intentions Predict Turnover Behavior?Human Relations, 52
-
N. Ashkanasy, W. Zerbe, Charmine Härtel (2002)
Managing emotions in the workplace -
S. Grebner, N. Semmer, Luca Faso, S. Gut, W. Kälin, A. Elfering (2003)
Working conditions, well-being, and job-related attitudes among call centre agentsEuropean Journal of Work and Organizational Psychology, 12
-
J. Halbesleben (2006)
Sources of social support and burnout: a meta-analytic test of the conservation of resources model.The Journal of applied psychology, 91 5
-
T. Wright, R. Cropanzano (1998)
Emotional exhaustion as a predictor of job performance and voluntary turnover.The Journal of applied psychology, 83 3
-
Alicia Grandey (2000)
Emotion regulation in the workplace: a new way to conceptualize emotional labor.Journal of occupational health psychology, 5 1
-
C. Chang, Russell Johnson, Liuqin Yang (2007)
Emotional strain and organizational citizenship behaviours: A meta-analysis and reviewWork & Stress, 21
-
Ngo Hang-yue, S. Foley, Raymond Loi (2005)
Work role stressors and turnover intentions: a study of professional clergy in Hong KongThe International Journal of Human Resource Management, 16
-
S. Diestel, M. Cosmar, K. Schmidt (2013)
Burnout and impaired cognitive functioning: The role of executive control in the performance of cognitive tasksWork & Stress, 27
-
C. Maslach, S. Jackson (1981)
The Measurement of experienced burnoutJournal of Organizational Behavior, 2
-
Linda Rhoades, R. Eisenberger (2002)
Perceived organizational support: a review of the literature.The Journal of applied psychology, 87 4
-
R. Bagozzi, Youjae Yi (1988)
On the evaluation of structural equation modelsJournal of the Academy of Marketing Science, 16
-
10.1525/9780520930414
-
J. Moore (2000)
Why is This Happening? A Causal Attribution Approach to Work Exhaustion ConsequencesAcademy of Management Review, 25
-
Daniel Koys (2001)
The Effects of Employee Satisfaction, Organizational Citizenship Behavior, and Turnover on Organizational EffectivenessPersonnel Psychology, 54
-
Sarah-Geneviève Trépanier, Claude Fernet, S. Austin (2013)
Workplace bullying and psychological health at work: The mediating role of satisfaction of needs for autonomy, competence and relatednessWork & Stress, 27
-
Charmine Härtel, A. Hsu, M. Boyle (2002)
A conceptual examination of the causal sequences of emotional labor, emotional dissonance, and emotional exhaustion: The argument for the role of contextual and provider characteristics -
S. Mishra, D. Bhatnagar, P. D’Cruz, Ernesto Noronha (2012)
Linkage between perceived external prestige and emotional labor: Mediation effect of organizational identification among pharmaceutical representatives in IndiaJournal of World Business, 47
-
L. Berry (1995)
Relationship marketing of services—growing interest, emerging perspectivesJournal of the Academy of Marketing Science, 23
-
P. Podsakoff, Scott MacKenzie, Nathan Podsakoff (2012)
Sources of method bias in social science research and recommendations on how to control it.Annual review of psychology, 63
-
Christina Stamper, Mark Johlke (2003)
The Impact of Perceived Organizational Support on the Relationship Between Boundary Spanner Role Stress and Work OutcomesJournal of Management, 29
- Publisher
- Emerald Publishing
- Copyright
- Copyright © Emerald Group Publishing Limited
- ISSN
- 0025-1747
- DOI
- 10.1108/MD-06-2015-0222
- Publisher site
- See Article on Publisher Site
Abstract
Purpose– The present study is based on two samples from two occupational groups (one among medical representatives in pharmaceutical industry and other among frontline employees in hospitality industry). The study found support for the moderation effect of perceived organizational support (POS) on the emotional dissonance-emotional exhaustion as well as the emotional exhaustion-turnover intention relationships. In addition, the purpose of this paper is to examine the mediation of emotional exhaustion on the emotional dissonance-turnover intention relationship. The study concludes with the contributions to the literature and to the practice. Design/methodology/approach– Following the survey research method the study collected the data from two occupational groups. Findings– The study found support for the moderation effect of POS on the emotional dissonance-emotional exhaustion as well as the emotional exhaustion-turnover intention relationships. Originality/value– The study argued the negative effects of dissonance can be minimized if the organization can take actions to ensure employees perceive the organization as supportive.
Journal
Management Decision – Emerald Publishing
Published: May 16, 2016