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

2006 ◽  
Vol 12 (2) ◽  
pp. 101-115 ◽  
Author(s):  
Pieter A Van Dijk ◽  
Andrea Kirk Brown
Keyword(s):  
Emotional Exhaustion ◽  
Job Outcomes ◽  
Emotional Dissonance ◽  
Emotional Labour ◽  
Mediating Role ◽  
Mediator Role ◽  
Customer Services ◽  
Dissonance Theory ◽  
The Relationship

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.

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

2006 ◽  
Vol 12 (2) ◽  
pp. 101-115 ◽  
Author(s):  
Pieter A Van Dijk ◽  
Andrea Kirk Brown
Keyword(s):  
Emotional Exhaustion ◽  
Job Outcomes ◽  
Emotional Dissonance ◽  
Emotional Labour ◽  
Mediating Role ◽  
Mediator Role ◽  
Customer Services ◽  
Dissonance Theory ◽  
The Relationship

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.

Coping with workplace ostracism: the roles of emotional exhaustion and resilience in deviant behavior

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hongyan Jiang ◽  
Xianjin Jiang ◽  
Peizhen Sun ◽  
Xiuping Li
Keyword(s):  
Emotional Exhaustion ◽  
Mediation Analysis ◽  
Deviant Behavior ◽  
Moderated Mediation ◽  
Content Type ◽  
Manufacturing Enterprises ◽  
Mediating Role ◽  
Workplace Ostracism ◽  
The Relationship

PurposeThe purpose of this paper is to explicate the relationship between workplace ostracism and deviant behavior, and further test the mediating role of emotional exhaustion and the moderating role of resilience.Design/methodology/approachA sample of 409 first-line production workers from four manufacturing enterprises in China was collected. A moderated mediation analysis was employed to test the hypotheses and examine the relationships proposed in the research framework.FindingsThe findings indicate that emotional exhaustion could mediate the relationship between workplace ostracism and deviant behavior. Moreover, the results from the moderated mediation analysis suggest that the mediation of emotional exhaustion is moderated by resilience such that with a higher level of resilience, the mediation effect of emotional exhaustion becomes weaker.Research limitations/implicationsThe participants of this study are limited to manufacturing enterprises, and thus our findings may not be equally valid for other types of industries. Meanwhile, this study is a cross-sectional research that could not explain the causal relationship between workplace ostracism and deviant behavior.Practical implicationsThe present research can offer some managerial implications about how to avoid the occurrence of workplace ostracism and deviant behavior for organizations.Originality/valueThis study constructs a moderated mediation model by introducing the potential mediating role of emotional exhaustion and the moderating effect of resilience in order to reveal the mechanism through which workplace ostracism relates to deviant behavior. Our research not only integrates and enriches the ideas of the Stress-Non-Equilibrium-Compensation Approach and the Transactional Model of Stress and Coping Theory but could also inform future management practices for mitigating the negative consequences of workplace ostracism.

scholarly journals Does perceived manager support reduce hotel supervisors' emotional exhaustion? The mediating role of control over time and negative emotions

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Han Chen ◽  
Yvette Green ◽  
Kim Williams
Keyword(s):  
Emotional Exhaustion ◽  
Perceived Control ◽  
Negative Emotions ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Manager Support ◽  
The Relationship ◽  
Over Time

PurposeSupervisory employees in the hotel industry experience high levels of emotional exhaustion. The current study aims to examine the impact of perceived manager support, perceived control over time and negative emotions at others on hotel supervisors' emotional exhaustion. It further investigates the mediating role of perceived control over time and negative emotions at others on the relationship between perceived manager support and hotel supervisors' emotional exhaustion.Design/methodology/approachPaper questionnaires were distributed at a hotel supervisor training seminar. A total of 155 usable responses were collected from hotel supervisors. Confirmatory factor analysis and structural equation modeling were used for hypotheses testing.FindingsResults showed that perceived manager support and perceived control over time both were negatively associated with hotel supervisors' emotional exhaustion. Negative emotions at others were positively related to hotel supervisors' emotional exhaustion. Both perceived control over time and negative emotions at others were found to mediate the relationship between perceived manager support and hotel supervisors' emotional exhaustion.Originality/valueThe study applied the job demand–resources model and the affective event theory to examine hotel supervisors' emotional exhaustion. The mediating role of perceived control over time and negative emotions at others added to the current knowledge of factors that are associated with hotel supervisory employees' emotional exhaustion.

scholarly journals THE MEDIATING ROLE OF LIFE SATISFACTION ON THE RELATIONSHIP BETWEEN EMOTIONAL LABOR BEHAVIORS AND DEPRESSION

2021 ◽  
Vol 9 (61) ◽  
Keyword(s):  
Life Satisfaction ◽  
Emotional Labor ◽  
Process Model ◽  
Underlying Mechanism ◽  
Surface Acting ◽  
Cabin Crew ◽  
Mediating Role ◽  
Mediator Role ◽  
The Relationship

The aim of the study is to investigate the mediator role of life satisfaction in the relationship between emotional labor behaviors and depression levels among flight cabin crew. Participants were consisted of 222 (183 women and 39 men) between the ages from 23 to 45 (M=28.75, SD=4.63). Mediation modeling was tested by the bootstrapping sampling method (PROCESS-Model 4) and the results demonstrated that life satisfaction mediated the relationship between emotional labor behaviors, particularly surface acting, deep acting and naturally felt emotion, and depression. The findings provide information to understand the underlying mechanism of depression among workers especially work in an emotional labor industry and promising implications to improve intervention programs within life satisfaction among flight cabin crew for airlines companies. Keywords: Emotional labor, emotional labor behaviors, life satisfaction, depression, flight cabin crew

Emotionele arbeid en psychologisch welzijn van docenten

2009 ◽  
Vol 22 (3) ◽  
Author(s):  
Sven Stringer ◽  
Else Ouweneel ◽  
Pascale Le Blanc ◽  
Anja Cheriakova ◽  
Jolien Smulders
Keyword(s):  
Emotional Exhaustion ◽  
Work Engagement ◽  
Well Being ◽  
Emotional Dissonance ◽  
Psychological Well Being ◽  
Deep Acting ◽  
Emotional Labour ◽  
Positive Effects ◽  
Emotional Demands ◽  
The Relationship

Emotional labour and psychological well-being in teachers Emotional labour and psychological well-being in teachers S. Stringer, E. Ouweneel, P. Le Blanc, A. Cheriakova & J. Smulders, Gedrag & Organisatie, volume 22, September 2009, nr. 3, pp. 214-231 Emotional labour could have negative as well as positive effects on the employees' psychological well-being. In this cross-sectional study among 149 high school teachers, the relationship between emotional labour – in this study conceptualized as emotional demands – and emotional exhaustion and work engagement respectively was studied. First of all, it was examined whether emotional dissonance mediates the relationship between emotional demands and both emotional exhaustion and work engagement. Next, the possible moderating effect of two emotion regulation strategies, surface acting and deep acting, on the relationship between emotional dissonance and the two outcome variables was studied. The results showed that emotional dissonance partially mediated the relationship between emotional demands and emotional exhaustion. Furthermore, it was found that deep acting had a buffer effect on the negative relationship between emotional dissonance and work engagement. Finally, the implications of the results are discussed and suggestions for further research are mentioned.

scholarly journals Linking Self- and Other-Focused Emotion Regulation Abilities and Occupational Commitment among Pre-Service Teachers: Testing the Mediating Role of Study Engagement

2021 ◽  
Vol 18 (10) ◽  
pp. 5434
Author(s):  
Sergio Mérida-López ◽  
Natalio Extremera ◽  
Maria José Chambel
Keyword(s):  
Emotion Regulation ◽  
Beginning Teachers ◽  
Well Being ◽  
Occupational Commitment ◽  
Self And Other ◽  
Mediating Role ◽  
Mediator Role ◽  
The Relationship ◽  
Study Engagement

This investigation aimed to explore the mediator role of study engagement (i.e., study vigor and dedication) in the association between self- and other-focused emotion regulation abilities and occupational commitment in a sample of pre-service teachers. The sample was comprised of 249 students (65.5% female; Mage = 27 years) of a master’s degree in teacher training for secondary education. Results showed the relationship between self-focused emotion regulation ability and occupational commitment to be fully mediated by levels of vigor. No significant results were found regarding a mediator model involving other-focused emotion regulation as predictor. Although these findings warrant prospective replication, they provide evidence that development of self-focused emotion regulation skills (rather than other-focused skills) may facilitate occupational commitment among beginning teachers through desirable states that facilitate energy and reduce the likelihood of fatigue at work. These results are discussed in terms of their practical implications for developing interventions to improve pre-service teachers’ well-being and commitment.

scholarly journals The Mediating Role of Forgiveness in the Relationship between Vengeance and Tranquility

2021 ◽  
Vol 8 (1) ◽  
pp. 148-157
Author(s):  
Tuğba Bingöl
Keyword(s):  
University Students ◽  
Mediating Role ◽  
Mediator Role ◽  
The Relationship

This research aimed to examine the mediating role of forgiveness in the relationship between vengeance and tranquility. 297 university students participated in this research. Scales of revenge, forgiveness and tranquility were used to collect data. The results indicated that forgiveness played a full mediator role in the relationship between vengeance and tranquility. In other words, in this model, as vengeance increases, tranquility and forgiveness decrease, and forgiveness plays a mediating role in that relationship.  Individuals with high levels of vengeance are unlikely to have high levels of tranquility and forgiveness. If individuals feel more vengeance, they may have low forgiveness and exhibit less tendency to feelings of tranquility.

scholarly journals The Effect of Trait Mindfulness on Teachers’ Emotional Exhaustion: The Chain Mediating Role of Psychological Capital and Job Engagement

Healthcare ◽  
2021 ◽  
Vol 9 (11) ◽  
pp. 1527
Author(s):  
Yufang Bi ◽  
Xindong Ye
Keyword(s):  
Emotional Exhaustion ◽  
Work Engagement ◽  
Psychological Capital ◽  
Mediation Effect ◽  
Job Engagement ◽  
Trait Mindfulness ◽  
Health It ◽  
Mediating Role ◽  
The Relationship

Emotional exhaustion has become an important occupational health problem faced by teachers, and it has seriously affected their mental health. It is necessary to pay attention to the factors that affect emotional exhaustion. In this study, 815 frontline university faculty were selected as subjects to explore the relationship between trait mindfulness and emotional exhaustion and the role of psychological capital and work engagement in this relation, using the trait mindfulness, psychological capital, work engagement, and emotional exhaustion scales. It was found that trait mindfulness and emotional exhaustion are negatively correlated; the mediating role of psychological capital between trait mindfulness and emotional exhaustion is not significant; the mediating role of work engagement between trait mindfulness and emotional exhaustion is significant; the chain mediation effect of psychological capital and work engagement between trait mindfulness and emotional exhaustion are significant.

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