Cited by 350Emotional Labor in ProfessionsJob Satisfaction and Organizational BehaviorHealthcare Education and Workforce Issues

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Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being.

Pugh, S. Douglas, Groth, Markus, Hennig-Thurau, Thorsten·2011·Journal of Applied Psychology

DOI 10.1037/a0021395

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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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Authors: Pugh, S. D., Groth, M., & Hennig-Thurau, T.
Affiliations: Virginia Commonwealth University (US)
UNSW Sydney (AU)
ORCID: Pugh, S. Douglas
Groth, Markus
Venue: Journal of Applied Psychology
Publisher: American Psychological Association (APA)
Published: 2011-03
Volume: 96
Issue: 2
Pages: 377-390
ISSN: 0021-9010 (ISSN-L)
1939-1854
DOI: 10.1037/a0021395
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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Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being.

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