Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being (original) (raw)
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2019
Emotional labor is a construct that is intertwined with the hospitality industry as employees are required to accommodate certain behavior or emotion to conform with the idea of providing excellent and sincere service to guests or customers. The concept of emotional labor will be further investigated and so does the implication of its utilization. In mentioning emotional labor, one would relate it with emotional dissonance as emotional labor has two forms which are surface acting and deep acting. The internal conflict between the inner feeling and displayed emotion is what termed emotional dissonance. The hospitality industry requires their employees to present their selves in a certain way as prescribed by each establishment. Thus, there are bound to be dissonances in the emotions of the employees. Previous literature also supports the idea of emotional intelligence playing a role in emotional labor with emotional labor having a positive relationship with emotional labor. Therefore...
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Emotional labor can be defined as the degree of manipulation of one's inner feelings or outward behavior to display the appropriate emotion in response to display rules or occupational norms. This study concerns the development of an emotional labor model for the hospitality industry that aims at identifying the antecedents and consequences of emotional labor. The study investigates the impact of individual characteristics on the way emotional labor is performed; it investigates the relationships among the different ways of enacting emotional labor and their consequences, and addresses the question of whether organizational characteristics and job characteristics have buffering effects on the perceived consequences of emotional labor, which are emotional exhaustion and job satisfaction.
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In response to the increasing interest regarding the emotional consequences facing service providers who perform emotion labor as part of their service roles, this study examined the causal sequences of emotion labor, emotional dissonance and emotional exhaustion (the EEE sequence). By integrating Affective Events Theory, the concept of daily hassles and uplifts, and the EEE sequence, a theoretical model was developed to explicate the relationship among the emotional experience, performance and turnover intentions of service providers. In addition, the organizational factors of cultural orientation to emotions and workgroup emotional climate, and the individual factors of provider dissonance tolerance, hassle tolerance and uplift reactivity are introduced and depicted as influencing the EEE sequence. A survey was constructed to assess the variables in the model. Responses were obtained from 265 service providers sampled from five different service industries and analyzed using struc...
Impact of Emotional Dissonance on Work Stress: Study of Frontline Employees in Service Industries
Journal of Human Resource Management Perspectives, Chartered Institute of Personnel Management, Sri Lanka, 2020
There is a major global shift in economies which makes the service sector emerge than ever before. In a competitive service economy, frontline employees have to play a crucial role in leading businesses to success by satisfying all the customers. Hence, organizations impose different rules to display emotions to which their employees are expected to adhere. Every employee doesn't feel the same and they are not in the same emotion when they work. Sometimes organizational expectations (display rules) and emotional status of employees at the moment tend to clash, which leads to emotional dissonance which is a major cause of work stress, which has been identified as a research gap in the extant literature to investigate further. Hence, bridging the lacuna in research, the current study was initiated with the purpose of assessing the impact of emotional dissonance on work stress of frontline employees of service sector organizations in Sri Lanka. The current study is cross-industry descriptive research in which a standard questionnaire was used to collect primary data through an off-line questionnaire survey. Standard measurement scales were used to assess the constructs in the conceptual framework. This is quantitative-explanatory research for which primary data were collected from a sample of 141 frontline employees working in service sector organizations selected at the convenience of the researchers. Collected data were analyzed with the aid of SPSS by employing correlation and regression analysis. A significant positive association was found between emotional dissonance and work stress. Moreover, findings revealed a significant positive impact of emotional dissonance on the work stress of frontline employees. Thus, it could be recommended that the service sector organizations should focus on building deep acting skills within employees because that is the sustainable solution for employee stress caused by emotional dissonance. Further, as short-term solutions organizations can give recognition for the work they are doing, praise them and reward them financially and non-financially.
Organizational Consequences and Individual Antecedents of Emotional Dissonance and Emotional Labor
This study reports the results of two research surveys, conducted in big administrative entities and covering 158 and 233 employees respectively. It confirms some of the most important organizational consequences of emotional labor, showing that – generally – high levels of perceived emotional dissonance affect negatively job performance, commitment and satifaction. It also proves that individual differences play an important role as pre-requisites of emotional labor, thus mediating the effect of emotional dissonance on levels of job performance, job satisfaction and intention to quit. Researchers’ interest by now has been focused almost entirely on “the big five” model. The results in these cases are often quite surpising, contradictory and far from encouraging. Here an alternative (more conservative) approach to measuring individual differences is used and the results show, for example, that performance of employees belonging to the “Thinking” type in Jung’s typology, and scoring ...
Exploring Emotional Dissonance: On Doing What You Feel and Feeling What You Do
Procedia - Social and Behavioral Sciences, 2012
The main purpose of this study is to investigate and to critically examine the link between emotional dissonance and employee well-being by drawing on a conceptualization of emotional dissonance through a theoretical model, focusing on the biggest retail store chains in Turkey. There is no such a study exploring the cognitive antecedents of customer contact service--being like emotional dissonance in Turkey till now. Study results approve that emotional dissonance (surface acting) has a significant negative impact on employee well being (i.e. emotional exhaustion and job dissatisfaction) and the significant moderating impact of self concept (importance of authenticity and surface acting self efficacy) were also proven. Satisfaction of employees and maintaining their well being is an important intangible asset in creating a real competitive and strategic advantage therefore it has important contribution to strategic management process. Managerial implications and future research direction is also discussed in conclusion.
The link between emotional labor and employee performance in the services sector
Corporate Governance and Organizational Behavior Review
The lack of clarity related to the concept of emotional labor has impeded its development regardless of the conspicuous importance of emotional labor for the external and internal environments which include the employees, organizations, structure, operations, and clients. Thus, this research aims to highlight the connection between emotional labor and its impact on employee performance. This study is concerned with the employees in the services sector in the period between January 2011 and June 2022 and included a total of 21 articles. In general, this review found that emotional labor can result in positive results for the business, as enhancing workers’ satisfaction as well as performance, on the other hand, burnout and poor job performance when people are compelled to express emotions differently than their own, the findings were highlighting the consistent connection between surface acting (SA) and employee performance. Nonetheless, the findings of deep acting (DA) and the emplo...
Contemporary Economics
This work is licensed under a Creative Commons Attribution 4.0 International License. Many job posts require one to display emotions specified by organisational standards. Such work is referred to as emotional labour (EL) and consists in producing particular emotional reactions in contacts with a customer as well as suppressing the actual emotional reactions that could be seen negatively by the other party. An employee may cope with such work by choosing one of two strategies: surface acting or deep acting. Emotional labour has various consequences, and professional burnout is among the negative ones. The objective of the article is to review the literature concerned with the exercise and the consequences of EL and analyse the relationship between surface and deep acting and the level of professional burnout among selected professional groups (N=297). Furthermore, the authors examine the correlation between an employee's competences and their preferred style of EL and assess the moderating role of competences in negative consequences of EL. Analyses confirm that the persons characterised by surface role-playing display a higher level of professional burnout; however, no correlation is found between deep role-playing and lower professional burnout. Analysis of the coefficients of correlation demonstrates no significant correlation between an employee's competences and deep acting, whereas a statistically significant correlation is discovered between competences and the surface strategy. The higher the competences, the less likely the employee will exercise surface acting. Verification of the last hypothesis reveals that people with a higher level of competences who follow the surface strategy in terms of faking emotions are characterised by a lower level of professional burnout than employees with lower competences. ployees how to react emotionally with standard behaviours in relations with customers, specifying the manners of greeting, servicing standards, and complaint handling (Grandey, 2000). Such practices often cause the employees to find themselves in a situation where the emotions they feel do not correspond to the emo