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
Copyright Status
Unknown
Socpus ID
85009380814 (Scopus)
Source API URL
https://api.elsevier.com/content/abstract/scopus_id/85009380814
STARS Citation
Mesmer-Magnus, Jessica R.; Dechurch, Leslie A.; Wax, Amy M.; and Anderson, Kristin T., "Dissonance Matters: Meta-Analytic Examination Of The Consequences Of Emotional Labor" (2011). Scopus Export 2010-2014. 3113.
https://stars.library.ucf.edu/scopus2010/3113