Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being.
Abstract
Emotional dissonance resulting from an employee's emotional labor is usually considered to lead to negative employee outcomes, such as job dissatisfaction and emotional exhaustion. Drawing on Festinger's (1957) cognitive dissonance theory, we argue that the relationship between service employees' surface acting and job dissatisfaction and emotional exhaustion is moderated by 2 aspects of a service worker's self-concept: the importance of displaying authentic emotions (reflecting the self-concept's self-liking dimension) and the employee's self-efficacy when faking emotions (reflecting the self-competence dimension). A survey of 528 frontline employees from a wide variety of service jobs provides support for the moderating role of both self-concept dimensions, which moderate 3 out of 4 relationships. Theoretical and practical implications are discussed from the perspectives of cognitive dissonance and emotional labor theories.
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Suppressing negative emotions tends to increase emotional exhaustion and depersonalization and decrease feelings of personal accomplishment.
“Suppressing negative emotions tends to increase emotional exhaustion and depersonalization and decrease feelings of personal accomplishment (Barry et al., 2019;Goodwin et al., 2011;Pugh et al., 2011).”
From The Emergence of Racialized Labor and Racial Battle Fatigue in the African American Student Network (AFAM) (2020) · cites this paper as Pugh et al., 2011
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- Authors
- Pugh, S. D., Groth, M., & Hennig-Thurau, T.
- Affiliations
- Virginia Commonwealth University (US)
- UNSW Sydney (AU)
- Venue
- Journal of Applied Psychology
- Published
- 2011-03
- Volume
- 96
- Issue
- 2
- Pages
- 377-390
- ISSN
- 0021-9010 (ISSN-L)
- 1939-1854
- OpenAlex
- W2136506957
- Cited by
- 350
- References
- 87
- Citations by year
- 2026: 13 · 2025: 15 · 2024: 34 · 2023: 23 · 2022: 26 · 2021: 26 · 2020: 34 · 2019: 28 · 2018: 26 · 2017: 23 · 2016: 19 · 2015: 27 · 2014: 18 · 2013: 20 · 2012: 14
- FWCI
- 39.50
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Applied Psychology (publishedVersion)
- PubMed (publishedVersion)
- Topics
- Social Sciences › Sociology and Political Science › Emotional Labor in Professions
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
- Health Sciences › Nursing › Leadership and Management › Healthcare Education and Workforce Issues
- Keywords
- emotional dissonance, emotional labor, surface acting, job dissatisfaction, emotional exhaustion, self-concept, self-liking, self-efficacy, service employees, cognitive dissonance theory, employee well-being
- MeSH terms
- Adult, Burnout, Professional, Cognitive Dissonance, Emotions, Female, Humans, Interpersonal Relations, Job Satisfaction, Deception, Self Concept, Workplace
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