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.
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 (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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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
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
Metadata
- 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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