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

Open this paper in CoChat — free account

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.

Integrity signals

Registry

Crossref · 10.1037/a0021395

Cites

86 of 86 references verified0 citation errors · 0 not checkable

Statistics

Recomputing p-values needs the paper’s full text.

Claims the paper makes

We couldn’t retrieve this paper’s full text, so its claims and self-check weren’t run. The registry and citation checks still apply.

Claims other papers make about this one

Each is checked against this paper’s own text: does it say what the citing paper says it does?

Evaluating structural equation models with unobservable variables and measurement error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.1177/002224378101800104 · Cited by 109,190
Common method biases in behavioral research: A critical review of the literature and recommended remedies
Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003) · Journal of Applied Psychology · doi:10.1037/0021-9010.88.5.879 · Cited by 82,194
Multiple regression: testing and interpreting interactions
(1992) · Choice Reviews Online · doi:10.5860/choice.29-3352 · Cited by 36,647
Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences
Cohen, P., Cohen, P., West, S. G., & Aiken, L. S. (2014) · Psychology Press eBooks · doi:10.4324/9781410606266 · Cited by 20,870
Untitled work
(1985) · Medical Entomology and Zoology · Cited by 19,180
A Theory of Cognitive Dissonance
Morvan, C., & O’Connor, A. (2017) · Macat Library eBooks · doi:10.4324/9781912282432 · Cited by 18,284
Conservation of resources: A new attempt at conceptualizing stress
Hobfoll, S. E. (1989) · American Psychologist · doi:10.1037/0003-066x.44.3.513 · Cited by 18,187
The Handbook of Social Psychology
Gravatt, A. E., Lindzey, G. E., & Aronson, F. (1969) · The Family Coordinator · doi:10.2307/582242 · Cited by 12,518
The Managed Heart: Commercialization of Human Feeling
Tropman, J. E., & Hochschild, A. R. (1984) · Journal of Policy Analysis and Management · doi:10.2307/3324333 · Cited by 8,750
Assessing construct validity in organizational research
Bagozzi, R. P., Yi, Y., & Phillips, L. W. (1991) · Administrative Science Quarterly · doi:10.2307/2393203 · Cited by 6,621
CONSEQUENCES OF INDIVIDUALS' FIT AT WORK: A META‐ANALYSIS OF PERSON–JOB, PERSON–ORGANIZATION, PERSON–GROUP, AND PERSON–SUPERVISOR FIT
Kristof‐Brown, A. L., Zimmerman, R. D., & Johnson, E. C. (2005) · Personnel Psychology · doi:10.1111/j.1744-6570.2005.00672.x · Cited by 5,560
A life-span, life-space approach to career development
Super, D. (1980) · Journal of Vocational Behavior · doi:10.1016/0001-8791(80)90056-1 · Cited by 4,875
Antecedent- and response-focused emotion regulation: divergent consequences for experience, expression, and physiology.
Gross, J. J. (1998) · Journal of Personality and Social Psychology · doi:10.1037//0022-3514.74.1.224 · Cited by 4,671
Self-regulation and depletion of limited resources: Does self-control resemble a muscle?
Muraven, M., & Baumeister, R. F. (2000) · Psychological Bulletin · doi:10.1037/0033-2909.126.2.247 · Cited by 4,510
Emotional regulation in the workplace: A new way to conceptualize emotional labor.
Grandey, A. A. (2000) · Journal of Occupational Health Psychology · doi:10.1037/1076-8998.5.1.95 · Cited by 3,788
The Psychology of Self-Affirmation: Sustaining the Integrity of the Self
Steele, C. M. (1988) · Advances in Experimental Social Psychology · doi:10.1016/s0065-2601(08)60229-4 · Cited by 3,697
Self-Efficacy Beliefs of Adolescents
Pajares, F., & Urdan, T. (2006) · Emerald Group Publishing Limited eBooks · doi:10.1108/978-1-60752-750-3 · Cited by 3,544
Self-monitoring of expressive behavior.
Snyder, M. (1974) · Journal of Personality and Social Psychology · doi:10.1037/h0037039 · Cited by 3,525
Self-perception: An alternative interpretation of cognitive dissonance phenomena.
Bem, D. J. (1967) · Psychological Review · doi:10.1037/h0024835 · Cited by 2,959
Cognitive consequences of forced compliance.
Festinger, L., & Carlsmith, J. M. (1959) · The Journal of Abnormal and Social Psychology · doi:10.1037/h0041593 · Cited by 2,945
Early predictors of job burnout and engagement.
Maslach, C., & Leiter, M. P. (2008) · Journal of Applied Psychology · doi:10.1037/0021-9010.93.3.498 · Cited by 2,397
Emotional Labor and Burnout: Comparing Two Perspectives of “People Work”
Brotheridge, C. M., & Grandey, A. A. (2002) · Journal of Vocational Behavior · doi:10.1006/jvbe.2001.1815 · Cited by 2,389
WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY.
Grandey, A. A. (2003) · Academy of Management Journal · doi:10.2307/30040678 · Cited by 2,285
Modeling the antecedents of proactive behavior at work.
Parker, S. K., Williams, H. M., & Turner, N. (2006) · Journal of Applied Psychology · doi:10.1037/0021-9010.91.3.636 · Cited by 2,006
Theories of cognitive consistency : a sourcebook
Abelson, R. P. (1969) · Medical Entomology and Zoology · Cited by 2,002
Linking service climate and customer perceptions of service quality: Tests of a causal model.
Schneider, B. N., White, S. S., & Paul, M. C. (1998) · Journal of Applied Psychology · doi:10.1037/0021-9010.83.2.150 · Cited by 1,754
Deconstructing job satisfaction
Weiss, H. M. (2002) · Human Resource Management Review · doi:10.1016/s1053-4822(02)00045-1 · Cited by 1,647
The psychology of self-defense: Self-affirmation theory
Sherman, D. K., & Cohen, G. L. (2006) · Advances in Experimental Social Psychology · doi:10.1016/s0065-2601(06)38004-5 · Cited by 1,614
A Monte Carlo study of the effects of correlated method variance in moderated multiple regression analysis
Evans, M. G. (1985) · Organizational Behavior and Human Decision Processes · doi:10.1016/0749-5978(85)90002-0 · Cited by 1,550
Job Burnout
Maslach, C. (2003) · Current Directions in Psychological Science · doi:10.1111/1467-8721.01258 · Cited by 1,492
Expression of Emotion as Part of the Work Role
Rafaeli, A., & Sutton, R. I. (1987) · Academy of Management Review · doi:10.2307/257991 · Cited by 1,489
The dispositional causes of job satisfaction : A core evaluations approach
Judge, T. A. (1997) · Research in Organizational Behavior · Cited by 1,395
SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.
Pugh, S. D. (2001) · Academy of Management Journal · doi:10.2307/3069445 · Cited by 1,393
Self-citation
Career burnout: causes and cures
(1988) · Choice Reviews Online · doi:10.5860/choice.26-1580 · Cited by 1,121
Trait self and true self: Cross-role variation in the Big-Five personality traits and its relations with psychological authenticity and subjective well-being.
Sheldon, K. M., Ryan, R. M., Rawsthorne, L. J., & Ilardi, B. C. (1997) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.73.6.1380 · Cited by 1,095
Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships
Hennig‐Thurau, T., Groth, M., Paul, M., & Gremler, D. D. (2006) · Journal of Marketing · doi:10.1509/jmkg.70.3.58 · Cited by 1,084
Self-citation
The Affective Consequences of Service Work
Wharton, A. (1993) · Work and Occupations · doi:10.1177/0730888493020002004 · Cited by 990
Untitled work
(1983) · Medical Entomology and Zoology · Cited by 929
A New Look at Dissonance Theory
Cooper, J., & Fazio, R. H. (1984) · Advances in Experimental Social Psychology · doi:10.1016/s0065-2601(08)60121-5 · Cited by 928
Cognitive dissonance: Progress on a pivotal theory in social psychology.
(1999) · doi:10.1037/10318-000 · Cited by 884
Self-Esteem
Baumeister, R. F. (1993) · Springer eBooks · doi:10.1007/978-1-4684-8956-9 · Cited by 862
Assessing Organizational Change: A Guide to Methods, Measures, and Practices.
Graves, L. M., Seashore, S. E., Lawler, E. E., Mirvis, P. H., & Cammann, C. (1984) · Administrative Science Quarterly · doi:10.2307/2392952 · Cited by 799
Self-monitoring: Appraisal and reappraisal.
Gangestad, S. W., & Snyder, M. (2000) · Psychological Bulletin · doi:10.1037/0033-2909.126.4.530 · Cited by 788
Dissonance processes as self-affirmation.
Steele, C. M., & Liu, T. J. (1983) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.45.1.5 · Cited by 785
Preference for consistency: The development of a valid measure and the discovery of surprising behavioral implications.
Cialdini, R. B., Trost, M. R., & Newsom, J. T. (1995) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.69.2.318 · Cited by 728
Self-linking and self-competence as dimensions of global self-esteem: Initial validation of a measure
Tafarodi, R. W., & Swann Jr., W. B. (1995) · Journal of Personality Assessment · doi:10.1207/s15327752jpa6502_8 · Cited by 714
Maintaining Norms about Expressed Emotions: The Case of Bill Collectors
Sutton, R. I. (1991) · Administrative Science Quarterly · doi:10.2307/2393355 · Cited by 682
A Social Interaction Model Of The Effects Of Emotion Regulation On Work Strain
CÔTÉ, S. (2005) · Academy of Management Review · doi:10.5465/amr.2005.17293692 · Cited by 669
UNTANGLING THE RELATIONSHIPS BETWEEN DISPLAYED EMOTIONS AND ORGANIZATIONAL SALES: THE CASE OF CONVENIENCE STORES.
Sutton, R. I., & Rafaeli, A. (1988) · Academy of Management Journal · doi:10.2307/256456 · Cited by 605
Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy
Groth, M., Hennig-Thurau, T., & Walsh, G. (2009) · Academy of Management Journal · doi:10.5465/amj.2009.44634116 · Cited by 580
Self-citation
Emotional Labor, Burnout, and Inauthenticity: Does Gender Matter?
Erickson, R. J., & Ritter, C. (2001) · Social Psychology Quarterly · doi:10.2307/3090130 · Cited by 577
Managing emotions in the workplace.
Morris, J. A., & Feldman, D. C. (1997) · Journal of managerial issues · Cited by 569
Antecedents and consequences of emotional display rule perceptions.
Diefendorff, J., & Richard, E. (2003) · Journal of Applied Psychology · doi:10.1037/0021-9010.88.2.284 · Cited by 562
A longitudinal analysis of the association between emotion regulation, job satisfaction, and intentions to quit.
Côté, S., & Morgan, L. M. (2002) · Journal of Organizational Behavior · doi:10.1002/job.174 · Cited by 540
Must "Service With a Smile" Be Stressful? The Moderating Role of Personal Control for American and French Employees.
Grandey, A. A., Fisk, G. M., & Steiner, D. D. (2005) · Journal of Applied Psychology · doi:10.1037/0021-9010.90.5.893 · Cited by 526
The Self in Social Contexts
Banaji, M. R., & Prentice, D. A. (1994) · Annual Review of Psychology · doi:10.1146/annurev.ps.45.020194.001501 · Cited by 509
A Self-Standards Model of Cognitive Dissonance
Stone, J., & Cooper, J. (2001) · Journal of Experimental Social Psychology · doi:10.1006/jesp.2000.1446 · Cited by 487
IS EMOTIONAL LABOR MORE DIFFICULT FOR SOME THAN FOR OTHERS? A MULTILEVEL, EXPERIENCE‐SAMPLING STUDY
Judge, T. A., Woolf, E. F., & Hurst, C. (2009) · Personnel Psychology · doi:10.1111/j.1744-6570.2008.01129.x · Cited by 477
The power of self-persuasion.
Aronson, E. (1999) · American Psychologist · doi:10.1037/h0088188 · Cited by 458
The Sage handbook of social psychology
(2004) · Choice Reviews Online · doi:10.5860/choice.41-4968 · Cited by 440
An intraindividual process approach to the relationship between extraversion and positive affect: Is acting extraverted as "good" as being extraverted?
Fleeson, W., Malanos, A. B., & Achille, N. M. (2002) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.83.6.1409 · Cited by 419
Inauthenticity and Depression
Erickson, R. J., & Wharton, A. (1997) · Work and Occupations · doi:10.1177/0730888497024002004 · Cited by 394
Emotional dissonance in organizations: antecedents, consequences, and moderators.
Abraham, R. (1998) · PubMed · Cited by 372
WHEN CASHIERS MEET CUSTOMERS: AN ANALYSIS OF THE ROLE OF SUPERMARKET CASHIERS.
Rafaeli, A. (1989) · Academy of Management Journal · doi:10.2307/256362 · Cited by 359
Emotional Display Rules and Emotional Labor: The Moderating Role of Commitment.
Gosserand, R. H., & Diefendorff, J. M. (2005) · Journal of Applied Psychology · doi:10.1037/0021-9010.90.6.1256 · Cited by 346
Toward Understanding Emotional Management at Work: A Quantitative Review of Emotional Labor Research
Bono, J. E., & Vey, M. A. (2005) · Psychology Press eBooks · doi:10.4324/9781410611895-23 · Cited by 323
The role of self-efficacy in performing emotion work
Heuven, E., Bakker, A. B., Schaufeli, W. B., & Huisman, N. (2006) · Journal of Vocational Behavior · doi:10.1016/j.jvb.2006.03.002 · Cited by 261
Doing good buffers against feeling bad: Prosocial impact compensates for negative task and self-evaluations
Grant, A. M., & Sonnentag, S. (2009) · Organizational Behavior and Human Decision Processes · doi:10.1016/j.obhdp.2009.07.003 · Cited by 253
Dissonance, hypocrisy, and the self-concept.
Aronson, E. (2004) · American Psychological Association eBooks · doi:10.1037/10318-005 · Cited by 245
Emotions in Organizational Behavior
(2005) · Psychology Press eBooks · doi:10.4324/9781410611895 · Cited by 243
Portraits of the Self
Sedikides, C., & Gregg, A. P. (2007) · SAGE Publications Ltd eBooks · doi:10.4135/9781848608221.n5 · Cited by 242
Display Rule "Regulators": The Relationship Between Supervisors and Worker Emotional Exhaustion.
Wilk, S. L., & Moynihan, L. M. (2005) · Journal of Applied Psychology · doi:10.1037/0021-9010.90.5.917 · Cited by 232
Emotional labour, job satisfaction and organizational commitment amongst clinical nurses: A questionnaire survey
Yang, F., & Chang, C.-C. (2007) · International Journal of Nursing Studies · doi:10.1016/j.ijnurstu.2007.02.001 · Cited by 232
Personality and emotional performance: Extraversion, neuroticism, and self-monitoring.
Bono, J. E., & Vey, M. A. (2007) · Journal of Occupational Health Psychology · doi:10.1037/1076-8998.12.2.177 · Cited by 213
Reducing the negative effects of emotion work in service occupations: Emotional competence as a psychological resource.
Giardini, A., & Fresé, M. (2006) · Journal of Occupational Health Psychology · doi:10.1037/1076-8998.11.1.63 · Cited by 213
THE HIGHS AND LOWS OF EMOTIONAL LABOR
Stenross, B., & Kleinman, S. (1989) · Journal of Contemporary Ethnography · doi:10.1177/089124189017004003 · Cited by 199
Gender Differences: Emotional Expression and Feelings of Personal Inauthenticity.
Simpson, P. A., & Stroh, L. K. (2004) · Journal of Applied Psychology · doi:10.1037/0021-9010.89.4.715 · Cited by 197
Emotional dissonance and burnout among cabin attendants
Heuven, E., & Bakker, A. B. (2003) · European Journal of Work and Organizational Psychology · doi:10.1080/13594320344000039 · Cited by 178
Self-esteem: The puzzle of low self-regard
Harder, D. W. (1994) · Clinical Psychology Review · doi:10.1016/0272-7358(94)90005-1 · Cited by 168
Working in the Service Society.
Bernhardt, A., Macdonald, C. L., & Sirianni, C. J. (1998) · Industrial and Labor Relations Review · doi:10.2307/2525125 · Cited by 168
Self-Evaluation: Concepts and Studies.
Meltzer, B. N., & Diggory, J. C. (1968) · American Sociological Review · doi:10.2307/2092286 · Cited by 164
Self‐Monitoring at Work: A Motive‐Based Perspective
Day, D. V., & Schleicher, D. J. (2006) · Journal of Personality · doi:10.1111/j.1467-6494.2006.00389.x · Cited by 120
Correspondence of supervisor and subordinate perspectives during major organizational change.
Leiter, M. P., & Harvie, P. (1997) · Journal of Occupational Health Psychology · doi:10.1037/1076-8998.2.4.343 · Cited by 70
Burnout Research in Social Services
Maslach, C. (1987) · Journal of Social Service Research · doi:10.1300/j079v10n01_09 · Cited by 50
Paradoxical self-esteem and selectivity in the processing of social information.
Tafarodi, R. W. (1998) · Journal of Personality and Social Psychology · doi:10.1037//0022-3514.74.5.1181 · Cited by 42
Burnout Among Social Workers
Gillespie, D. F. (2013) · Routledge eBooks · doi:10.4324/9780203056424 · Cited by 29

Flagged first, then by citations

1 of the 87 references couldn’t be matched to a known paper.

Sorted by citations

Emotional Labor at a Crossroads: Where Do We Go from Here?
Grandey, A. A., & Gabriel, A. S. (2015) · Annual Review of Organizational Psychology and Organizational Behavior · doi:10.1146/annurev-orgpsych-032414-111400 · Cited by 664
The Compensatory Consumer Behavior Model: How self‐discrepancies drive consumer behavior
Mandel, N., Rucker, D. D., Levav, J., & Galinsky, A. D. (2017) · Journal of Consumer Psychology · doi:10.1016/j.jcps.2016.05.003 · Cited by 564
The state of the heart: Emotional labor as emotion regulation reviewed and revised.
Grandey, A. A., & Melloy, R. C. (2017) · Journal of Occupational Health Psychology · doi:10.1037/ocp0000067 · Cited by 474
“You wouldn’t like me when I’m sleepy”: Leaders’ sleep, daily abusive supervision, and work unit engagement
Barnes, C. M., Lucianetti, L., Bhave, D. P., & Christian, M. S. (2015) · Academy of Management Journal · doi:10.5465/amj.2013.1063 · Cited by 441
Associations between job burnout and self-efficacy: a meta-analysis
Shoji, K., Cieślak, R., Smoktunowicz, E., Rogala, A., Benight, C. C., & Łuszczyńska, A. (2015) · Anxiety Stress & Coping · doi:10.1080/10615806.2015.1058369 · Cited by 497

See all 350

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

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

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

Abstract

Overview

Integrity signals

Verification

Claims the paper makes

Claims other papers make about this one

Citations

Cites

Cited by

Related

Metadata

Record

About these checks