Title

Dissonance Matters: Meta-Analytic Examination Of The Consequences Of Emotional Labor

Keywords

Emotional dissonance; Emotional labor; Meta-analysis

Abstract

Meta-analytic results from 63 independent studies (total N = 17,338) demonstrated that emotional labor (EL; the process by which employees manage their true feelings so they can express organizationally desired emotions) is associated with a range of harmful consequences - employee burnout, work withdrawal, turnover intentions, as well as decreased employee health, job satisfaction, and performance. Results suggest the extent to which dissonance exists between felt and expressed emotions moderates the degree to which EL incurs harmful consequences. The dissonance forms of emotional labor (surface acting and emotional dissonance) partially mediate the effects of organizational EL display rules on burnout.

Publication Date

1-1-2011

Publication Title

Academy of Management 2011 Annual Meeting - West Meets East: Enlightening. Balancing. Transcending, AOM 2011

Number of Pages

-

Document Type

Article; Proceedings Paper

Personal Identifier

scopus

DOI Link

https://doi.org/10.5464/AMBPP.2011.225.a

Socpus ID

85009380814 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/85009380814

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