Journal articles: 'Emotional dissonance'

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O’Brien, Elaine, and Carol Linehan. "Problematizing the authentic self in conceptualizations of emotional dissonance." Human Relations 72, no. 9 (December 3, 2018): 1530–56. http://dx.doi.org/10.1177/0018726718809166.

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With exhortations to be ‘your authentic self’ proliferating in workplaces what does this mean for emotion and identity management at work? This article explores the relationship between emotional labour and identity. It focuses on the tension or ‘emotional dissonance’ that can be experienced when a job role requires the display of organizationally appropriate emotions. Experiences of emotional dissonance are examined through in-depth interviews and diary study with human resource professionals. We tease out the contradictions participants are immersed in, the affective sensemaking they engage in about such contradictions and demonstrate the individual’s capacity for multiple selves to address contextual demands. From this, a new conceptual lens on emotional dissonance is proposed. Conventional conceptualizations view dissonance as a clash between ‘real’ and ‘false’ emotion predicated on an authentic self that is transmuted in organizational settings. Our theoretical contribution is to argue that emotional dissonance arises from the struggle to construct a situationally salient self in the face of conflicting emotions and loyalties to competing selves and values. The struggle in emotional labour is not with ‘the truth of oneself’ but rather with identifying which self to foreground in a given situation.

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Jansz, Jeroen, and Monique Timmers. "Emotional Dissonance." Theory & Psychology 12, no. 1 (February 2002): 79–95. http://dx.doi.org/10.1177/0959354302121005.

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Xanthopoulou, Despoina, Arnold B. Bakker, and Andrea Fischbach. "Work Engagement Among Employees Facing Emotional Demands." Journal of Personnel Psychology 12, no. 2 (January 2013): 74–84. http://dx.doi.org/10.1027/1866-5888/a000085.

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This two-wave study examined work engagement as a function of personal resources and emotionally demanding conditions at work. We hypothesized that personal resources (self-efficacy and optimism) buffer the effect of emotional demands and emotion-rule dissonance on work engagement. Furthermore, we expected that emotional demands/dissonance boost the effect of personal resources on work engagement. One-hundred sixty-three employees, who provide service to customers, participated at both measurement times. Analyses supported (a) the buffering hypothesis, since emotional demands and dissonance related negatively to work engagement when self-efficacy – but not optimism – was low, and (b) the boosting hypothesis, since self-efficacy – but not optimism – related positively to engagement particularly when emotional demands and dissonance were high.

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Ortiz-Bonnín, Silvia, M. Esther García-Buades, Amparo Caballer, and Dieter Zapf. "Supportive Climate and Its Protective Role in the Emotion Rule Dissonance – Emotional Exhaustion Relationship." Journal of Personnel Psychology 15, no. 3 (July 2016): 125–33. http://dx.doi.org/10.1027/1866-5888/a000160.

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Abstract. Emotion work, or the requirement to display certain emotions during service interactions, may produce burnout when these emotions are not truly felt – emotion rule dissonance. Building on the support-buffering model we hypothesized that a supportive climate should provide emotional resources to employees protecting them against strain from emotion work. We tested this multilevel prediction in a sample of 317 front-line employees nested in 99 work units at large Spanish hotels and restaurants. Our results showed that supportive climate protects employees against experiencing emotional exhaustion (main effect) and attenuates the negative effects of emotion rule dissonance on emotional exhaustion (moderating effects). These results provide empirical evidence for the important role of supportive climate as a buffer between emotion work and well-being.

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Choi, Sukbong, Yungil Kang, and Kyunghwan Yeo. "Effect of a Protestant Work Ethic on Burnout: Mediating Effect of Emotional Dissonance and Moderated Mediating Effect of Negative Emotion Regulation." Sustainability 13, no. 11 (May 24, 2021): 5909. http://dx.doi.org/10.3390/su13115909.

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This study examined the effect of the Protestant work ethic on burnout using a sample of 259 South Korean workers from a manufacturing firm. We also investigated the mediating role of emotional dissonance on this effect and addressed the moderating and moderated mediating roles of negative emotion regulation on the relationship between Protestant work ethic and emotional dissonance. Our empirical results indicated a significant direct negative effect of the Protestant work ethic on burnout, but there was no evidence of an indirect relationship between these. Results also found that negative emotion regulation changed the relationship between Protestant work ethic and emotional dissonance. In addition, negative emotion regulation changed the mediating role of emotional dissonance in the relationship between Protestant work ethic and burnout. The study is meaningful in that it grasped the importance of value as a major factor in job burnout, and it finally confirmed the antecedents of Koreans’ diligence.

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Dijk, Pieter A. Van, and Andrea Kirk Brown. "Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance." Journal of Management & Organization 12, no. 2 (September 2006): 101–15. http://dx.doi.org/10.1017/s1833367200004053.

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ABSTRACTConflicting 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.

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Dijk, Pieter A. Van, and Andrea Kirk Brown. "Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance." Journal of Management & Organization 12, no. 2 (September 2006): 101–15. http://dx.doi.org/10.5172/jmo.2006.12.2.101.

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ABSTRACTConflicting 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.

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Jeon, Moo-Kyeong, HyunJoong Yoon, and Yuha Yang. "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 12, no. 1 (February 11, 2022): 27. http://dx.doi.org/10.3390/admsci12010027.

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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.

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Priya, S. Vishnu, M. Shakeel Anjum, G. Hariprasad, T. Sravya, T. Sai Pravalika, and M. Jyothi. "The role of job and personal resources in alleviating dentists’ emotional dissonance in dental clinics of Hyderabad: a cross sectional study." International Journal Of Community Medicine And Public Health 7, no. 7 (June 26, 2020): 2672. http://dx.doi.org/10.18203/2394-6040.ijcmph20202996.

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Background: ‘Emotional dissonance’ (the discrepancy between the felt and expressed emotions) could occur in dentistry due to the challenge of pacifying patients irrespective of the dentist’s state of mind and could influence their performance. The presence of certain factors could minimize this though. Our aim was to examine the role of ‘optimism’ and ‘relation with colleagues’ in buffering the effect of emotional dissonance on the performance of dentists.Methods: Emotional dissonance’ was evaluated among 390 dentists of Hyderabad using Zapf scale; ‘optimism’ using 3-items adapted from ‘The Life Orientation Test (LOT)’, ‘relation with colleagues’ assessed with a self-constructed 4-item scale and the ‘performance of a dentist’ using 6 items picked from Goodman scale. Regression analysis was done using SPSS 24, to predict the influence of ‘optimism’ and ‘relation with colleagues’ on the ‘performance’ of dentists in dissonance.Results: Emotional dissonance was found to be negatively related to dentists’ performance. ‘Optimism’ (p=0.018) and ‘relation with colleagues’ (p=0.039) significantly predicted their performance when under dissonance, but in the negative direction.Conclusions: The results necessitate the need to identify various resources to handle dissonance owing to its intensity found in the present study.

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Grace, Ing, Phang Phang, Ricadonna Pei Ling, and Zaiton Osman. "Causes of Customers’ Cognitive Dissonance and Product Return Frequency: A Malaysian Packaged Food Context." Asian Journal of Business and Accounting 15, no. 2 (December 31, 2022): 173–203. http://dx.doi.org/10.22452/ajba.vol15no2.6.

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Manuscript type: Research paper Research aims: The cost and frequency of purchased product return are of considerable concern to marketers and retailers. This paper examines the post-purchase cognitive states that influence product return and the drivers that cause cognitive dissonance. Design/Methodology/Approach: A total of 208 valid responses were collected and analysed using SPSS v.22 and SmartPLS 3.2.8 software. Research findings: The findings indicate that emotional dissonance and product dissonance were the main contributing factors determining product return frequency. Switching barriers, customer opportunism and customer attitude significantly affected the level of dissonance; the consideration of liberal return policies and customer expectations of product did not. Findings support the mediating hypothesis of emotional dissonance, and show that product dissonance significantly affects emotional dissonance. Importantly, emotional dissonance has a larger impact on product return frequency than product dissonance. Theoretical implications: This study expands upon the existing literature by providing valuable insight into understanding the external and internal factors contributing to cognitive dissonance and product return frequency. Importantly, the study contributes to the conceptualisation of the mediating role of emotional dissonance in consumer behaviour, particularly in the retail context. Practitioner/Policy implications: The findings are useful in assisting grocery marketers in designing and implementing effective customer retention strategies and loyalty programmes. Pairing of right perceptions about product quality, quantity and volume with cost would be effective to reduce emotional dissonance, and retailers could highlight exclusive product offerings to reduce product dissonance. Research limitation/Implication: Future studies could take into account the influences of demographic variables and various communication platforms which might cause differences in consumers’ product return behaviours. This study only presents the findings of a cross-sectional study. A longitudinal study could be conducted to compare consumers’ product return patterns and cognitive dissonance over a longer time frame.

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Yeh, Ching-Wen. "The Consequence of Customer Verbal Aggression-the Moderating Roles of Person-Organization Fit." International Journal of Customer Relationship Marketing and Management 7, no. 2 (April 2016): 1–15. http://dx.doi.org/10.4018/ijcrmm.2016040101.

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This study integrated research on stimulus–organism–response and COR theory to examine whether customer verbal aggression lead to employee service sabotage through emotional dissonance and whether person-organization fit moderate the relationship between customer verbal aggression and emotional dissonance. To achieve this goal, this study surveyed flight attendants employed by six airlines in Taiwan. Out of 1000 questionnaires distributed, 504 valid questionnaires were returned, yielding a valid response rate of 50.4 percent. The research results demonstrate that emotional dissonance partially mediates the relationship between the customer verbal aggression and emotional dissonance. Additionally, person-organization fit negatively moderates the relationship between customer verbal aggression and emotional dissonance. Based on these results, suggestions regarding service management are presented as a reference for airlines.

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Emanuel, Federica, Lara Colombo, Stefania Santoro, Claudio G. Cortese, and Chiara Ghislieri. "Emotional labour and work-family conflict in voice-to-voice and face-to-face customer relations: A multi-group study in service workers." Europe’s Journal of Psychology 16, no. 4 (November 27, 2020): 542–60. http://dx.doi.org/10.5964/ejop.v16i4.1838.

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Professions that involve interaction with customers entail great emotional effort: workers are required to show emotions different from their true feeling and they experienced emotional dissonance and verbal aggression from customers. These job demands can generate discomfort and the effects of emotional labour can “expand” in other life domains. The study investigated the relationship among emotional dissonance, customer verbal aggression, affective discomfort at work and work-family conflict, considering differences between two groups of service workers: call centre agents (CA; N = 507, voice-to-voice relation with customers) and supermarket cashiers (SC; N = 444, face-to-face relation with customers). Results showed that emotional dissonance and customer verbal aggression had a positive relationship with work-family conflict, the mediational role of affective discomfort emerged in both groups; different effects of job demands in subsamples appeared. Suggestions for organisations and work processes emerged in order to identify practical implications useful to support employees in coping with emotional labour and to promote well-being and work-family balance.

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Vandekerkhof, Pieter, Laura Hoeks, and Brent Claus. "An Exploratory Study on the Emotional Climate within Family Firms: The Impact of Emotional Dissonance." European Journal of Family Business 12, no. 1 (February 3, 2022): 1–20. http://dx.doi.org/10.24310/ejfbejfb.v12i1.10812.

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This study focuses on the emotional climate of family firms. In particular, we highlight the expression of emotions by emphasizing the phenomenon of emotional dissonance within these firms. Emotional dissonance, a person-role conflict, originates from the discrepancy between expressed and experienced emotions. Additionally, we look into the role of the (non)family status of the CEO and the generational phase of the firm in the occurrence of the emotional climate. Research on emotions within firms has steadily increased over the years, although almost always neglecting family firms. This is a remarkable observation given the preeminence of family firms in the worldwide economy and the overlap between business and family these firms are confronted with. Through an in-depth qualitative study, we unravel both the impact of family firms’ emotional climate and the facets that contribute to this climate.

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Kang, Tae Rim, and Jeong Yun Park. "Impact of Surface and Deep Acting Emotional Labor on Emotional Dissonance among Ambulatory Care Nurses." Korean Journal of Health Promotion 20, no. 3 (September 30, 2020): 108–15. http://dx.doi.org/10.15384/kjhp.2020.20.3.108.

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Background: Ambulatory care represents the first point of contact between the patient and the hospital.Kindness is strongly emphasized for ambulatory care nurses in customer-centered medical services. The purpose of this study was to investigate the relationship among surface acting, deep acting, and emotional dissonance of emotional labor and to identify the influencing factors on emotional dissonance of ambulatory care nurses in a tertiary hospital.Methods: This study is a correlational study. The data was collected using emotional labor scales from 163 nurses in March 2017.Results: The surface acting, deep acting of emotional labor, and emotional dissonance were 3.71±0.69, 3.76±0.57, and 3.36±0.90 respectively in the ambulatory care nurses. The result of the multiple regressions indicates that surface (β=0.77,P<0.001) and deep acting (β=0.12, P=0.009) of emotional labor predict 67.6% (F=188.99,P<0.001) in emotional dissonance of ambulatory care nurses.Conclusions: To improve emotional dissonance for ambulatory care nurses, it is necessary to develop and utilize emotional labor management program and effective emotional labor management.

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R. van Gelderen, Benjamin, Arnold B. Bakker, Elly Konijn, and Carmen Binnewies. "Daily deliberative dissonance acting among police officers." Journal of Managerial Psychology 29, no. 7 (September 2, 2014): 884–900. http://dx.doi.org/10.1108/jmp-07-2012-0198.

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Purpose – The purpose of this paper is to gain insight into the relationships of daily deliberative dissonance acting (DDA) with daily strain and daily work engagement. DDA refers to the deliberate acting of emotions to achieve one's work goals. The authors hypothesized that daily DDA would be positively related to strain through feelings of emotional dissonance. In addition, the authors predicted that DDA would be positively related to daily work engagement via job accomplishment. Design/methodology/approach –The authors applied a five-day quantitative diary design with two measurement occasions per day using a sample of 54 police officers (i.e. 270 measurement occasions). In the multilevel analyses, the authors controlled for previous levels of the dependent variables in order to analyse change. Findings – Multilevel analyses revealed that police officers deliberatively engaged in emotional labor with both detrimental and beneficial consequences, as assessed via their daily reports of strain and work engagement. Practical implications – The results suggest that acting emotions is not inherently harmful, but may also be beneficial for job accomplishment, which fosters work engagement. The training of police officers and possibly other service employees should include the topic of DDA as a form of emotional labor and its consequences for psychological well-being. Social implications – Police officers who accomplish their job tasks by acting the appropriate emotions may not only experience strain, but may also become more engaged in their work. Originality/value – The present study showed that police officers engage in deliberate dissonance acting. The authors showed how this emotion regulation technique is related to strain and engagement – on a daily basis.

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Al-Adamat, Omar Atallah, and Adnan Yousef Atoum. "Cognitive dissonance and its relationship to emotional intelligence." Cognition, Brain, Behavior. An interdisciplinary journal 26, no. 4 (December 20, 2022): 215–29. http://dx.doi.org/10.24193/cbb.2022.26.12.

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The current study aimed to identify the level of cognitive dissonance among students of Al al-Bayt University in Jordan in terms of gender, academic specialization and level, and to reveal the predictive ability of emotional intelligence for cognitive dissonance. The study sample consisted of 235 male and female students from Al al-Bayt University. The Cognitive Dissonance Scale (Al-Adamat & Atoum, 2022) and the Emotional Intelligence Scale (Al-Alwan, 2011) were used to collect the data. The findings of this study indicated that the level of cognitive dissonance was average. Statistically significant differences were identified in the level of cognitive dissonance in terms of gender, higher scores being reported by males. Also, there were significant differences in terms of academic specialization, in the favor of humanities major, and academic level, in the favor of the second, third and fourth year students. In addition, findings revealed that emotional intelligence explained 9.3% of the cognitive dissonance variance.

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Choi, Mun-Hee, and Jae-Sook Lee. "The Relationship of Black Consumer Behavior Perceived by Hair Specialists with Emotional Dissonance, Self-esteem and Turnover Intention." Korean Society of Beauty and Art 23, no. 4 (December 20, 2022): 195–212. http://dx.doi.org/10.18693/jksba.2022.23.4.195.

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This study attempted to investigate the relationships of black consumer behavior perceived by hair specialists with emotional dissonance, self-esteem and turnover intention. For this, a questionnaire survey was performed against a total of 404 hairdressers from across the country as of 2022. The collected data were analyzed by frequency analysis, factor analysis, correlation analysis and structural equation modeling (SEM), and the results found the followings: First, concerning correlations between black consumer behavior perception factors and emotional dissonance, ‘aberrant behavior’, ‘authoritarian behavior’ and ‘deceitful behavior’ had a positive correlation with ‘acting emotion’ and ‘affective conflict’ with statistical significance. They also revealed a positive relation with turnover intention. However, no statistically significant correlation was found between black consumer and self-esteem. Second, according to hypothesis testing, Hypothesis 1 was supported because hair specialists’ perception of black consumer behavior showed a positive effect on emotional dissonance. Hypothesis 2 was rejected because hair specialists’ perception of black consumer behavior had no influence on self-esteem. Hypothesis 3 was accepted because hair specialists’ perception of black consumer behavior revealed a positive effect on turnover intention. Hypothesis 4 was rejected because hair specialists’ emotional dissonance had no influence on self-esteem. Lastly, Hypothesis 5 was adopted because hair specialists’ emotional dissonance showed a positive effect on turnover intention. It is anticipated that the above results would suggest a future direction for interactions between hairdressers and consumers.

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Kwak, Hyounggon, Susan McNeeley, and Sung-Hwan Kim. "Emotional Labor, Role Characteristics, and Police Officer Burnout in South Korea: The Mediating Effect of Emotional Dissonance." Police Quarterly 21, no. 2 (February 22, 2018): 223–49. http://dx.doi.org/10.1177/1098611118757230.

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This study examines the extent to which emotional labor and role stressors (such as role conflict and ambiguity) required of police officers contribute to police officer burnout. In particular, it is hypothesized that these aspects of police work cause officers to experience emotional dissonance, thereby leading to burnout. To test these hypotheses, we conduct mediation analyses using survey data from 466 police officers in Seoul, South Korea. Overall, emotional labor, role stressors, and emotional dissonance are related to greater police officer burnout. In addition, there were several significant indirect effects between emotional labor, role stressors, and burnout, via emotional dissonance.

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Mishra, Sushanta Kumar, and Kunal Kamal Kumar. "Minimizing the cost of emotional dissonance at work: a multi-sample analysis." Management Decision 54, no. 4 (May 16, 2016): 778–95. http://dx.doi.org/10.1108/md-06-2015-0222.

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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.

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Yeh, Ching-Wen. "The Consequence of Customer Verbal Aggression." International Journal of Customer Relationship Marketing and Management 7, no. 3 (July 2016): 18–33. http://dx.doi.org/10.4018/ijcrmm.2016070102.

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This study integrated research on stimulus–organism–response and COR theory to examine whether customer verbal aggression lead to employee service sabotage through emotional dissonance and whether person-organization fit moderate the relationship between customer verbal aggression and emotional dissonance. To achieve this goal, this study surveyed flight attendants employed by six airlines in Taiwan. Out of 1000 questionnaires distributed, 504 valid questionnaires were returned, yielding a valid response rate of 50.4 percent. The research results demonstrate that emotional dissonance partially mediates the relationship between the customer verbal aggression and service sabotage. Additionally, person-organization fit negatively moderates the relationship between customer verbal aggression and emotional dissonance. Based on these results, suggestions regarding service management are presented as a reference for airlines.

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Hayward, Renae Maree, and Michelle Rae Tuckey. "Emotions in uniform: How nurses regulate emotion at work via emotional boundaries." Human Relations 64, no. 11 (November 2011): 1501–23. http://dx.doi.org/10.1177/0018726711419539.

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The management of emotions at work has been conceptualized in terms of its association with emotional inauthenticity and dissonance. In contrast, we integrate the idea of emotion regulation at work with basic strategic and adaptive functions of emotion, offering a new way of understanding how emotions can be harnessed for task achievement and personal development. Through a content analysis of interview data we examined how and why emotion regulation is carried out by employees, focusing on the in situ experiences of nurses. The manipulation of emotional boundaries, to create an emotional distance or connection with patients and their families, emerged as a nascent strategy to manage anticipated, evolving, and felt emotions. The emotional boundary perspective offers possibilities for knowledge development that are not rooted in assumptions about the authenticity of emotion or the professional self but that instead account for the dynamic, complex, multi-layered, and adaptive characteristics of emotion management.

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Goldblatt, Hadass, Anat Freund, Anat Drach-Zahavy, Guy Enosh, Ilana Peterfreund, and Neomi Edlis. "Providing Health Care in the Shadow of Violence: Does Emotion Regulation Vary Among Hospital Workers From Different Professions?" Journal of Interpersonal Violence 35, no. 9-10 (March 28, 2017): 1908–33. http://dx.doi.org/10.1177/0886260517700620.

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Research into violence against health care staff by patients and their families within the health care services shows a rising frequency of incidents. The potentially damaging effects on health care staff are extensive, including diverse negative psychological and physical symptoms. The aim of this qualitative study was to examine how hospital workers from different professions reacted to patients’ and visitors’ violence against them or their colleagues, and how they regulated their emotional reactions during those incidents. The research question was as follows: How do different types of hospital workers regulate the range of their emotional reactions during and after violent events? Participants were 34 hospital workers, representing several professional sectors. Data were collected through in-depth semistructured interviews, which were later transcribed and thematically content analyzed. Five themes were revealed, demonstrating several tactics that hospital workers used to regulate their emotions during incidents of violent outbursts by patients or visitors: (1) Inability to Manage Emotion Regulation, (2) Emotion Regulation by Distancing and Disengagement Tactics, (3) Emotion Regulation Using Rationalization and Splitting Tactics, (4) Emotion Regulation via the Use of Organizational Resources, and (5) Controlling Emotions by Suppression. Hospital workers who experienced dissonance between their professional expectations and their emotional reactions to patients’ violence reported using various emotion regulation tactics, consequently managing to fulfill their duty competently. Workers who did not experience such dissonance felt in full control of their emotions and did not manifest responses of emotion regulation. Others, however, experienced intense emotional flooding and failed to regulate their emotions. We recommend developing health care staff’s awareness of possible emotional implications of violent incidents, for themselves as people and for their intact functioning at work. In addition, we recommend further development of health care staff training programs for coping with violent patients and enhancement of formal and informal organizational support.

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Yeh, Ching-Wen. "Linking customer verbal aggression and service sabotage." Journal of Service Theory and Practice 25, no. 6 (November 9, 2015): 877–96. http://dx.doi.org/10.1108/jstp-07-2014-0146.

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Purpose – The purpose of this paper is to examine the mechanisms that link customer verbal aggression with service sabotage. Additionally, this study also tests whether emotional dissonance mediates the relationships between customer verbal aggression and the revenge motive, and between customer verbal aggression and service sabotage. Design/methodology/approach – This study investigated flight attendants from six airlines in Taiwan. A total of 1,000 questionnaires were distributed, resulting in the return of 504 valid questionnaires, yielding a valid response rate of 50.4 percent. Findings – The findings demonstrate that: emotional dissonance mediates the relationship between customer verbal aggression and revenge motive; emotional dissonance mediates the relationship between customer verbal aggression and service sabotage; customer verbal aggression is positively related to the revenge motive; revenge motive positively relates to service sabotage. Originality/value – This study has investigated the following: how customer verbal aggression causes revenge motive via the mediation of emotional dissonance, how customer verbal aggression results in service sabotage via the mediation of emotional dissonance. The results provide a basis for making suggestions regarding service management as a reference for airlines.

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Yezza, Hedi, Didier Chabaud, and Andrea Calabrò. "Conflict Dynamics and Emotional Dissonance during the Family Business Succession Process: Evidence from the Tunisian Context." Entrepreneurship Research Journal 11, no. 3 (May 31, 2021): 219–44. http://dx.doi.org/10.1515/erj-2019-0294.

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Abstract This article aims to understand how emerging conflicts evolve and generate negative emotions during family firms’ succession process. Relying on previous research on emotional dissonance and conflict, we conduct a single longitudinal case study by interviewing the successor, the predecessor, and other family members in a family firm in the Tunisian context. The results show that emotional dissonance plays a critical role in conflict escalation between successors and predecessors. Family systems and cultural factors explain challenges in managing emotions; however, emotions associated with family events can facilitate the evolution of the succession process by resolving conflict. This study thus reveals how and why emotions and conflicts arise during the succession process.

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Wegge, Jürgen, Rolf Van Dick, and Christiane von Bernstorff. "Emotional dissonance in call centre work." Journal of Managerial Psychology 25, no. 6 (August 17, 2010): 596–619. http://dx.doi.org/10.1108/02683941011056950.

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Sarchielli, Guido, Stefano Toderi, Ivan Gaetani, and Carla Carvalho. "La dissonanza emotiva: un ulteriore fattore di stress lavorativo?" RISORSA UOMO, no. 4 (December 2009): 375–86. http://dx.doi.org/10.3280/ru2009-004003.

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- Emotional dissonance has been conceptualized as a stressor anchored to the work environment. Coherently some researches showed that it predicts burnout beyond what is explained by classical stressors (job demand, control, support). The aim of the research was to evaluate on 134 teachers if the same results can be provided considering five indicators of stress, and if burnout mediates this relationship. Results showed that emotional dissonance predicts all the stress indicators. Burnout (emotional exhaustion) mediates for cognitive symptoms and positive affective experience, but not for psychosomatic symptoms, job satisfaction and negative affective experience. It is concluded that emotional dissonance should be included in work related stress management and prevention intervention.

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Engel, Robyn M., Carrie C. Silver, Christin L. Veeder, and Ron E. Banks. "Cognitive Dissonance in Laboratory Animal Medicine and Implications for Animal Welfare." Journal of the American Association for Laboratory Animal Science 59, no. 2 (March 1, 2020): 132–38. http://dx.doi.org/10.30802/aalas-jaalas-19-000073.

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People experience cognitive dissonance when they entertain 2 conflicting ideas at the same time. Cognitive dissonance may cause a negative emotional state, which can lead to engagement of compensation mechanisms to resolve the conflict. Here we describe a survey that explores cognitive dissonance in laboratory animal veterinarians and veterinary technicians and various ways in which veterinary staff manage dissonance associated with research animal use. Respondents—164 veterinarians and 145 veterinary technicians—were asked to rate their opinions of various statements on a sliding scale of 'strongly disagree' to 'strongly agree' or 'never' to 'always.' Statements assessed negative emotions (discomfort, powerlessness, frustration) and compensation mechanisms (devaluing, emotional distancing, shifting responsibility) as bases for inferring effects on welfare states of animals. Responses were evaluated overall and were compared according to level of training (veterinarian compared with veterinary technician), years of work experience (0 to 5, 6 to 10, greater than 10), and species tended (large, mixed, small species). Respondents strongly agreed that animal wellbeing and animal use in research were important. Respondents reported feelings of discomfort, powerlessness, and frustration associated with work. In addition, respondents reported feeling empowered to initiate changes affecting animal welfare. The most frequent compensation mechanism noted was shifting responsibility onto the IACUC and institutional rules. Devaluing the animals was another reported compensation mechanism. Responses to emotional distancing statements were divided. Survey responses supported the existence of cognitive dissonance associated with laboratory animal medicine. Potential negative and positive effects on animal welfare are discussed.

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Tan, Yean Chu, and Chin Chuan Gan. "The Role of Post-Purchase Emotional Dissonance on Product Return Intentions." GATR Global Journal of Business Social Sciences Review 2, no. 1 (January 14, 2014): 89–98. http://dx.doi.org/10.35609/gjbssr.2014.2.1(10).

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Objective Retailers often impose strict returning policies to control product returns without understanding the consumers' returned intention in the first place. Past research has shown that product return policies have little effect on product returns. As such, the aim of this research is to identify the underlying factors of emotional dissonance, which focus on high product involvement, consumer opportunism and switching barriers, and as well as its effect on product return intentions. Methodology/Technique - A total of 250 respondents who is smartphone users and aged between 17 and 35 were invited to participate in the self-administered online questionnaire with a total of 24 items included to measure the construct. Findings A The finding reveals that high product involvement has no significant effect on emotional dissonance and product return intentions. Whereas, switching barriers has significant effect on emotional dissonance, but no significant effect on product return intentions. Consumer opportunisms havea significant effect on emotional dissonance, thus forming product return intentions. Novelty This study is important in assisting the retailers in managing their customer relationships better, whereby consumers deem the connection with the purchased product as part of the buying experience with the retailers. Type of Paper: Empirical paper Keywords: Customer Opportunism; Emotional Dissonance; Post-Purchase; Product Involvement; Return Intensions; Switching Barriers.

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Dahabiyeh, Laila, Mohammad S. Najjar, and Gongtai Wang. "Online teaching during COVID-19 crisis: the role of technostress and emotional dissonance on online teaching exhaustion and teaching staff productivity." International Journal of Information and Learning Technology 39, no. 2 (February 2, 2022): 97–121. http://dx.doi.org/10.1108/ijilt-09-2021-0147.

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PurposeAmid the coronavirus disease 2019 (COVID-19) pandemic, higher education institutions (HEI) all over the world have transitioned to online teaching. The purpose of this study is to examine the impact of technostress and negative emotional dissonance on online teaching exhaustion and teaching staff productivity.Design/methodology/approachSurvey methodology was used to collect data from faculty members in Jordanian universities. A total of 217 responses were analyzed to test the research model.FindingsThe research findings reveal that technostress creators have various impact on online teaching exhaustion and teaching staff productivity. Negative emotional dissonance has positive impact on both online teaching exhaustion and teaching staff productivity. Further, online teaching exhaustion is negatively associated with teaching staff productivity.Research limitations/implicationsThis research extends prior literature on technostress by examining the phenomenon in abnormal conditions (during a crisis). It further integrates technostress theory with emotional dissonance theory to better understand the impact of technostress creators on individual teaching staff productivity while catering for the interactional nature of teaching which is captured through emotional dissonance theory.Practical implicationsThe research offers valuable insights for HEI and policymakers on how to support teaching staff and identifies strategies that should facilitate a smooth delivery of online education.Originality/valueUnlike prior research that have examined technostress under normal operational conditions, this research examines the impact of technostress during a crisis. This study shows that technostress creators vary in their impact. Moreover, this study integrates technostress theory with emotional dissonance theory. While technostress theory captures the impact of technostress creators on individual teaching staff productivity, emotional dissonance theory captures the dynamic nature of the teaching process that involves interactions among teachers and students.

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Peretz, Isabelle. "The need to consider underlying mechanisms: A response from dissonance." Behavioral and Brain Sciences 31, no. 5 (October 2008): 590–91. http://dx.doi.org/10.1017/s0140525x08005451.

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AbstractCurrent research on emotional responses to dissonance has yielded consistent data in both developmental psychology and neuroscience. What seems to be lacking is a definition of what might constitute dissonance in non-musical domains. Thus, contrary to Juslin & Västfjäll's (J&V) proposal for the need to distinguish between six broad mechanisms, I argue that future research should rather focus on perceptual determinants of each basic emotion.

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Karatepe, Osman M., and Kayode Dare Aleshinloye. "Emotional dissonance and emotional exhaustion among hotel employees in Nigeria." International Journal of Hospitality Management 28, no. 3 (September 2009): 349–58. http://dx.doi.org/10.1016/j.ijhm.2008.12.002.

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Simbula, Silvia, Greta Mazzetti, and Dina Guglielmi. "A Three-Wave Study on the Reciprocal Relationships between Emotional Dissonance, Need for Recovery, and Exhaustion." Sustainability 11, no. 19 (September 21, 2019): 5183. http://dx.doi.org/10.3390/su11195183.

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Academic literature has recognized teaching as a particularly stressful occupation, specifically, the research confirmed the central role of emotional dissonance in the experience of emotional exhaustion. Albeit previous studies confirm the existence of circular dynamics involving job demands and individual’s well-being, studies focusing on the long-term relationships between job demands, need for recovery, and emotional exhaustion are still lacking. Therefore, the aim of the present study was to explore how emotional dissonance, need for recovery, and emotional exhaustion are related over time. By using the general framework of the health impairment process of the Job Demands-Resources model, these paths were investigated by means of a three-wave longitudinal design (n = 107 schoolteachers). Results of structural equation modeling analyses generally supported our hypotheses. Specifically, it was found that the model with reciprocal relationships between emotional dissonance and exhaustion on the one hand, and between need for recovery and exhaustion on the other, exhibited the best fit with the data.

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Mirzakhanyan, Ruben K., Srbuhi R. Gevorgyan, Vladimir S. Karapetyan, A. M. Dallakyan, and Asya S. Berberyan. "Typical Expression Of Cognitive Dissonance And Consonance In The Course Of Argumentation Among Primary-School Children Playing Chess." WISDOM 13, no. 2 (December 26, 2019): 75–84. http://dx.doi.org/10.24234/wisdom.v13i2.281.

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The research aims to reveal the typical expressions of cognitive dissonance and consonance among the primary-school children by their argumentations upon their deed. The relevance of the research stems from the applicability of the study of the phenomena of dissonance and consonance, which inherently emerge in the sphere of argumentation among the children who study how to play chess. Cognitive dissonance and consonance in the sphere of argumentation in the course of the game of chess are gradually transforming both into the respective reference points – relevant to the situation given, and into the emotional and behavioural manifestations – either adequately or inadequately expressed and, by the logical and inner conflict, are observed as the result of juxtaposition of the realms of emotions and logic. The present research evidences that, in the case of similar chess skills, the manifestation of cognitive dissonance, and the own argumentation as well are detectable within the domain of extroversion – emotional instability. Such children, even more than the introverts, need the school psychologist’s support. The cognitive consonance is typical of those of the children involved who are ready to gain new experience and appear to be more positively charged towards their rivals or opponents.

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Pace, Francesco, and Giulia Sciotto. "The Effect of Emotional Dissonance and Mental Load on Need for Recovery and Work Engagement among Italian Fixed-Term Researchers." International Journal of Environmental Research and Public Health 18, no. 1 (December 25, 2020): 99. http://dx.doi.org/10.3390/ijerph18010099.

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Although many studies have been conducted to evaluate the risk and protective factors on psychological health among academic staff, little attention has been paid to fixed-term researchers, the weakest figures in the academic context. By using the Job Demands–Resources model as theoretical framework, we investigated: (1) the role of some job demands (workload, mental load, and emotional dissonance) in predicting the need for recovery; (2) the role of some job resources (independence, career opportunities, and work–life balance) in predicting work engagement; and (3) the moderating role of the contract type (more or less precarious). We focused in particular on emotional dissonance (the discrepancy between emotions that need to be displayed and what is really felt), assuming its unique role in predicting fatigue. Results of structural equation modeling analysis generally supported our hypotheses and highlighted a so far undiscovered path between mental load and work engagement. Specifically, mental load leads to fatigue only indirectly through workload and emotional dissonance, while significantly predicting the absorption and the dedication of fixed-term Italian researchers. The latter relationship was also moderated by the contract type, so that mental load predicts dedication especially among researchers in the most precarious condition.

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Rutner, Hardgrave, and McKnight. "Emotional Dissonance and the Information Technology Professional." MIS Quarterly 32, no. 3 (2008): 635. http://dx.doi.org/10.2307/25148859.

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Heuven, Ellen, and Arnold Bakker. "Emotional dissonance and burnout among cabin attendants." European Journal of Work and Organizational Psychology 12, no. 1 (January 2003): 81–100. http://dx.doi.org/10.1080/13594320344000039.

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Nelson, Keith R., and Joseph R. Merighi. "Emotional Dissonance in Medical Social Work Practice." Social Work in Health Care 36, no. 3 (December 30, 2002): 63–79. http://dx.doi.org/10.1300/j010v36n03_04.

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Agervold, Mogens. "Emotional dissonance and burnout among social counsellors." International Journal of Work Organisation and Emotion 3, no. 1 (2009): 1. http://dx.doi.org/10.1504/ijwoe.2009.025395.

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Lashley, Conrad. "Emotional harmony, dissonance and deviance at work." International Journal of Contemporary Hospitality Management 14, no. 5 (September 2002): 255–57. http://dx.doi.org/10.1108/09596110210433808.

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Gunnarsdóttir, Hulda Mjöll. "Autonomy and Emotion Management. Middle managers in welfare professions during radical organizational change." Nordic Journal of Working Life Studies 6, no. 1 (March 1, 2016): 87. http://dx.doi.org/10.19154/njwls.v6i1.4887.

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This case study was conducted among middle managers during a period of radical change within the Norwegian child welfare service. Our goal was to explore how the middle managers handle and respond to emotional dissonance and constraints in autonomy during the change process. We collected data through group meetings, individual interviews, and focus groups. Prior research on middle managers has shown their importance in the implementation of organizational change. We propose that middle managers conduct emotion work, emotional labor, and emotional balancing in response to the increased complexity of organizational expectations during change processes. Further, we argue that the need for relevant emotion management reflects a threat to managers’ autonomy. Our findings indicate that middle managers feel emotional dissonance, due to their position as both recipients and executers of organizational change. This makes them vulnerable to questions of loyalty, and they feel they have no backstage where they can express themselves openly. However, their ability to plan emotion management and to balance various conflicting expectations enables them to maintain autonomy during a radical change process. Our basic arguments and findings are summarized by applying the logic of a historistic functional model.

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Khan, Irfan Ullah, Muhammad Idris, and Sumaira Noreen. "INFLUENCE OF EMOTIONAL INTELLIGENCE ON EMOTIONAL DISSONANCE AND INNOVATIVE WORK BEHAVIOR." Humanities & Social Sciences Reviews 9, no. 3 (May 19, 2021): 451–58. http://dx.doi.org/10.18510/hssr.2021.9346.

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Purpose of the study: This study aims to examine the effect of emotional intelligence on emotional dissonance and innovative work behavior by collecting data from the employees working in higher education institutions of KP, Pakistan. Methodology: The study is cross-sectional which ensured a methodological approached to analyze the data to chase the answers to research questions by applying statistical procedures to conclude the study systematically. Main findings: The results are significant which offer sufficient information in concluding the study by offering recommendations to policymakers and management of higher education institutions along with some suggestions to future researchers. Application of the study: The results of this study might be helpful for the management of higher education institutions in revisiting their policies regarding the effective implementation of different measured concerning the research issues under consideration to provide a better solution in a tailor-made format. Novelty/ Originality of the study: The study is significant in providing new findings, new knowledge, and new techniques about existing realities to the existing database of knowledge about the application of emotional intelligence, emotional dissonance, and innovative work behavior in higher educational institutions.

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Subhiksa, Siwa Kantha, and Debora Eflina Purba. "Emotional labor as the underlying mechanism in the relationship between emotional stability and affective commitment: A study in the hospitality industry." Jurnal Manajemen dan Pemasaran Jasa 14, no. 1 (April 6, 2021): 1. http://dx.doi.org/10.25105/jmpj.v14i1.7375.

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This study aims to examine the mediating effects of emotional labor variables, namely emotive effort and dissonance resulting from deep and surface acting strategies, which are based on the relationship between emotional stability and affective commitment. 249 data were obtained from the hospitality industry in major cities in Indonesia and were analyzed using a mediation technique. The results showed that emotive effort mediated the relationship between emotional stability and affective commitment. Furthermore, it was also shown that emotive dissonance did not mediate the relationship between emotional stability and affective commitment.

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Ploger, Gavin W., Johnanna Dunaway, Patrick Fournier, and Stuart Soroka. "The psychophysiological correlates of cognitive dissonance." Politics and the Life Sciences 40, no. 2 (2021): 202–12. http://dx.doi.org/10.1017/pls.2021.15.

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AbstractThis preregistered study uses a combination of physiological measures to explore both the activation and reduction components of cognitive dissonance theory. More precisely, we use skin conductance to identify dissonance arousal, a short-term affective response to counter-attitudinal stimuli, and then use heart rate variability to measure dissonance reduction, which reflects longer-term patterns of emotional regulation and information processing. Our preliminary tests find weak evidence of dissonance arousal and no evidence of dissonance reduction using this physiological approach. We consequently reconsider (albeit optimistically) the use of physiology in future work on cognitive dissonance. We also discuss the implications of our findings for selective exposure and motivated reasoning.

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Lewig, K. A., and M. F. Dollard. "Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers." European Journal of Work and Organizational Psychology 12, no. 4 (December 2003): 366–92. http://dx.doi.org/10.1080/13594320344000200.

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Mazzetti, Greta, Silvia Simbula, Chiara Panari, Dina Guglielmi, and Alessio Paolucci. "“Woulda, Coulda, Shoulda”. Workers’ Proactivity in the Association between Emotional Demands and Mental Health." International Journal of Environmental Research and Public Health 16, no. 18 (September 9, 2019): 3309. http://dx.doi.org/10.3390/ijerph16183309.

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The present study aimed to explore the mediating role of hostile customer relations in the association between emotional dissonance and workers’ mental health. Moreover, the moderating role of proactive personality as a buffer against hostile customer relations was assessed. Emotional demands become crucial within professions that involve a direct relationship with clients and, if poorly managed, can negatively affect workers’ health and performance. Accordingly, data were collected on a sample of n = 918 mass-retail employees working for one of the leading Italian supermarket companies. Most participants were women (62.7%) with a mean age = 40.38 (SD = 7.68). The results of a moderated mediation analysis revealed that emotional dissonance was related to more hostile customer relations that, in turn, were associated with higher rates of mental health symptoms. Proactive personality emerged as a protecting factor that prevented the onset of conflicts with clients, particularly among workers experiencing high levels of emotional dissonance. The identification of resources enabling management of emotional demands could suggest suitable adaptive strategies for customer-facing roles, thus preventing the occurrence of adverse mental health symptoms.

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Ding, Ningning, and Bing Liu. "Chinese public sector employees’ age, emotional dissonance, work meaningfulness, and perceived stress." Social Behavior and Personality: an international journal 47, no. 1 (January 23, 2019): 1–13. http://dx.doi.org/10.2224/sbp.7280.

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Researchers have focused on how to improve the high-stress environment for those working in China’s public sector, but neglected to consider the moderating effect of age of employees. Using data from 410 public sector employees in Shandong Province, China, we investigated the effects of emotional dissonance and work meaningfulness on employees’ perceived level of stress, and the moderating effect of age on those effects. Results indicated that work meaningfulness reduced participants’ perceived stress levels, and that emotional dissonance increased perceived stress, which is consistent with previous research findings. Further, age played a moderating role by weakening the effect of work meaningfulness, but the moderating effect of age on emotional dissonance was nonsignificant. Managers of public sectors should be aware of the differences between older and younger employees and adopt appropriate practices to help employees deal with their work stress.

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Karimi, Leila, Sandra G. Leggat, Cindy Cheng, Lisa Donohue, Timothy Bartram, and Jodi Oakman. "Are organisational factors affecting the emotional withdrawal of community nurses?" Australian Health Review 41, no. 4 (2017): 359. http://dx.doi.org/10.1071/ah16027.

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Objective The aim of the present study was to investigate the effects of work organisation on the emotional labour withdrawal behaviour of Australian community nurses. Methods Using a paper-based survey, a sample of 312 Australian community nurses reported on their emotional dissonance, withdrawal behaviours (i.e. job neglect, job dissatisfaction, stress-related presenteeism) and work organisation. A model to determine the partial mediation effect of work organisation was developed based on a literature review. The fit of the proposed model was assessed via structural equation modelling using Analysis of Moment Structures (AMOS; IMB). Results Community nurses with higher levels of emotional dissonance were less likely to be satisfied with their job and work organisation and had a higher tendency to exhibit withdrawal behaviours. Work organisational factors mediated this relationship. Conclusion Emotional dissonance can be a potential stressor for community nurses that can trigger withdrawal behaviours. Improving work organisational factors may help reduce emotional conflict and its effect on withdrawal behaviours. What is known about the topic? Although emotional labour has been broadly investigated in the literature, very few studies have addressed the effect of the quality of work organisation on nurses’ withdrawal behaviours in a nursing setting. What does this paper add? This paper provides evidence that work organisation affects levels of emotional dissonance and has an effect on job neglect through stress-related presenteeism. What are the implications for practitioners? In order to minimise stress-related presenteeism and job neglect, healthcare organisations need to establish a positive working environment, designed to improve the quality of relationships with management, provide appropriate rewards, recognition and effective workload management and support high-quality relationships with colleagues.

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Hur, Chan Young, and Tae Seong Kim. "Effects of Railroad Tour Conductors’ Emotional Labor on Emotional Dissonance and Job Satisfaction - Mediating Effect of Emotional Dissonance and Moderating Effect of Commitment to Emotional Display Rules -." Journal of Human Resource Management Research 21, no. 3 (September 30, 2014): 81–102. http://dx.doi.org/10.14396/jhrmr.2014.21.3.81.

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Goussinsky, Ruhama. "Customer aggression, emotional dissonance and employees' well‐being." International Journal of Quality and Service Sciences 3, no. 3 (October 18, 2011): 248–66. http://dx.doi.org/10.1108/17566691111182825.

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Julian, Craig C. "Emotional Dissonance and Customer Service: An Exploratory Study." Services Marketing Quarterly 29, no. 3 (July 7, 2008): 1–23. http://dx.doi.org/10.1080/15332960802125882.

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Journal articles on the topic 'Emotional dissonance'

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