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- Publisher
- Emerald Publishing
- Copyright
- Copyright © Emerald Group Publishing Limited
- ISSN
- 0140-9174
- DOI
- 10.1108/eb028484
- Publisher site
- See Article on Publisher Site
Abstract
Over the last ten years, increasing attention has been given to employees' displays of emotions to customers during service transactions and particularly to how organisations try to control these emotional displays Adelmann, 1989 Ashforth & Humphrey, 1993 Hochschild, 1983 Rafaeli & Sutton, 1987, 1989 Wharton & Erickson, 1993. The act of expressing organisationallydesired emotions during service interactions has been labelled emotional labour Ashforth & Humphrey, 1993 Hochschild, 1983. The issue in emotional labour research which has received the most focus has been emotional dissonance, that is, the state of discomfort generated in employees when they have to express emotions which they do not genuinely feel Middleton, 1989. In large part, this attention to emotional dissonance has been based on the potential negative consequences that emotional dissonance can have for workers psychological well being Hochschild, 1983 Erickson, 1991 Rafaeli & Sutton, 1987 Wharton, 1993. This study seeks to extend previous empirical research on when emotional dissonance is most likely to result in these negative consequences and, especially, the importance of role internalisation as a mediating variable in the emotional dissonancepsychological wellbeing relationship.
Journal
Management Research News – Emerald Publishing
Published: Aug 1, 1996