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

The DOI matches its Crossref record; 86 of the 87 references it cites were found in a registry or an index.

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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Metadata

Authors
Pugh, S. D., Groth, M., & Hennig-Thurau, T.
Affiliations
  • Virginia Commonwealth University (US)
  • UNSW Sydney (AU)
ORCID
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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