The influence of emotional dissonance and resources at work on job burnout among Chinese human service employees.

The authors extended Hobfoll's Conservation of Resources (COR) model to examine the influence of emotional dissonance and work resources on burnout among 392 Chinese human service employees. Bivariate correlation results showed that emotional dissonance correlated positively with display rules and burnout, but negatively with work resources, specifically, satisfactory work relations and job rewards. Results of structural equation modeling analyses supported the extension of the COR model to study the dissonance-resources-burnout association. In the revised model, display rules had a direct impact on emotional dissonance, which in turn influenced burnout indirectly through the mediation of work resources. Limitations of the study and implications for work stress management are discussed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Affective personality and the content of emotional social support: Coping in organizations.

This field study extended previous research by simultaneously examining the influence of affective personality on 4 dimensions of emotional social support and job burnout. Furthermore, the dimensions of emotional social support were examined as to their differential effects on the components of burnout. Results suggest that affective personality characteristics are associated with emotional social support as well as burnout dimensions. Results also indicate that some types of emotional social support appear to guard against burnout, whereas other types appear to contribute to the burnout experience. These findings suggest that types of emotional social support may have different personality antecedents and that distinct dimensions of social support have differential consequences in regard to burnout. Suggestions for future research are offered. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

On the costs and benefits of emotional labor: A meta-analysis of three decades of research.

This article provides a quantitative review of the link of emotional labor (emotion–rule dissonance, surface acting, and deep acting) with well-being and performance outcomes. The meta-analysis is based on 494 individual correlations drawn from a final sample of 95 independent studies. Results revealed substantial relationships of emotion–rule dissonance and surface acting with indicators of impaired well-being (ρs between .39 and .48) and job attitudes (ρs between ?.24 and ?.40) and a small negative relationship with performance outcomes (ρs between ?.20 and ?.05). Overall, deep acting displayed weak relationships with indicators of impaired well-being and job attitudes but positive relationships with emotional performance and customer satisfaction (ρs .18 and .37). A meta-analytic regression analysis provides information on the unique contribution of emotion–rule dissonance, surface acting, and deep acting in statistically predicting well-being and performance outcomes. Furthermore, a mediation analysis confirms theoretical models of emotional labor which suggest that surface acting partially mediates the relationship of emotion–rule dissonance with well-being. Implications for future research as well as pragmatic ramifications for organizational practices are discussed in conclusion. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Customer incivility as a social stressor: The role of race and racial identity for service employees.

Experiencing frequent incivility from customers is a noted social stressor linked with job burnout. Race (as a surface-level characteristic and as a deep-level identity) is proposed to explain emotional exhaustion, the primary burnout dimension, for service employees. The authors did not find that "microaggressions" were more likely toward racial minorities, nor any difference in job-related exhaustion between racial minority (primarily African American) and nonminority (White) retail employees. However, the centrality of minority employees' racial identity strengthened the association of customer incivility with emotional exhaustion because of increased stress appraisals, consistent with the Group Identity Lens Model. Proposals for future research on workforce racial diversity are made. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

From inequity to burnout: The role of job stress.

This research examined burnout (i.e., emotional exhaustion, depersonalization, and lack of personal accomplishment) among 2 samples of Dutch teachers as a function of inequity and experienced job stress in 3 different exchange relationships (with students, colleagues, and the school). It was hypothesized that inequity would he linked to burnout through the stress resulting from this inequity. Analysis of a cross-sectional sample (N?=?271) revealed that this was indeed the case. Findings were replicated longitudinally using an independent sample of 940 teachers. It is concluded that the often-reported effect of inequity on burnout can partly be interpreted in terms of elevated levels of job stress. Implications of the findings are discussed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors.

The authors investigated the negative consequences of emotional exhaustion for individual employees and their employers. On the basis of social exchange theory, the authors proposed that emotional exhaustion would predict job performance, 2 classes of organizational citizenship behavior, and turnover intentions. In addition, the authors posited that the relationship between emotional exhaustion and effective work behaviors would be mediated by organizational commitment. With only a few exceptions, the results of 2 field studies supported the authors' expectations. In addition, emotional exhaustion exerted an independent effect on these criterion variables beyond the impact of age, gender, and ethnicity. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Emotional exhaustion and job performance: The mediating role of motivation.

The literature concerning the relationship between emotional exhaustion and performance led researchers to raise questions about the extent to which the variables are related. In 2 time-lagged samples, the authors found that motivation mediates the emotional exhaustion-job performance relationship. Moreover, the authors found that participants appear to target their investment of resources in response to emotional exhaustion to develop social support through social exchange; specifically, emotional exhaustion was associated with communion striving resources that were manifest in the form of organizational citizenship behaviors targeted at individuals. Implications of this relationship for theories of burnout and for management practice are discussed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

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

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. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Reducing the negative effects of emotion work in service occupations: Emotional competence as a psychological resource.

Although emotion work and emotional competence focus on similar processes, there has been a lack of integration between the 2 concepts. Emotion work is the regulatory effort to express organizationally desired emotions, whereas emotional competence encompasses skills that focus on how people deal with and regulate their own affect and that of others. The general hypothesis of this study was that emotional competence can be regarded as an important personal resource in emotion work because it moderates the relationships between work characteristics, emotional dissonance, and outcome variables. Eighty-four service employees completed a questionnaire on their working conditions and their well-being. In addition, peer ratings for emotional competence were completed. The authors found that emotional competence moderated most of the proposed relationships between work characteristics and emotional dissonance, between emotional dissonance and outcome variables, and between work characteristics and outcome variables. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Burnout and coping in human service practitioners.

Do many Spanish human service practitioners suffer from burnout? What coping strategies are used to combat work stress, and are they associated with lower burnout? Which strategies may the psychologist promote to improve organizations? With an eye toward helping organizations improve their workers' quality of work life and service delivery, 211 professionals, either child protection workers or in-home caregivers, completed an inventory on coping and another on burnout. Coping strategies alone do not preclude burnout but may help prevent worker turnover. High job and salary satisfaction, together with active coping strategies play an important role in promoting personal accomplishment. Low job and salary satisfaction and the use of passive or emotional strategies predict elevated emotional exhaustion. The results suggest some possible points of intervention. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

The pro-protein convertase PC1 is induced in the transected sciatic nerve and is present in cultured Schwann cells: comparison with PC5, furin and PC7, implication in pro-BDNF processing

Emotional dissonance, or person-role conflict originating from the conflict between expressed and experienced emotions, was examined. The study was based on a reconceptualization of the emotional labor construct, with dissonance as a facet rather than a consequence of emotional labor. The effects of emotional dissonance on organizational criteria were isolated, thereby explaining some of the conflicting results of earlier studies. Empirically, job autonomy and negative affectivity as antecedents of emotional dissonance, and emotional exhaustion and job satisfaction as consequences of emotional dissonance, were explored. Self-monitoring and social support were tested as moderators of the emotional dissonance-job satisfaction relationship. Significant relationships with job autonomy, emotional exhaustion, and job satisfaction were found. Social support significantly moderated the emotional dissonance-job satisfaction relationship.     

Emotional display rules as work unit norms: A multilevel analysis of emotional labor among nurses.

Emotional labor theory has conceptualized emotional display rules as shared norms governing the expression of emotions at work. Using a sample of registered nurses working in different units of a hospital system, we provided the first empirical evidence that display rules can be represented as shared, unit-level beliefs. Additionally, controlling for the influence of dispositional affectivity, individual-level display rule perceptions, and emotion regulation, we found that unit-level display rules are associated with individual-level job satisfaction. We also showed that unit-level display rules relate to burnout indirectly through individual-level display rule perceptions and emotion regulation strategies. Finally, unit-level display rules also interacted with individual-level dispositional affectivity to predict employee use of emotion regulation strategies. We discuss how future research on emotional labor and display rules, particularly in the health care setting, can build on these findings. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Turnover intention and emotional exhaustion "at the top": Adapting the job demands-resources model to leaders of addiction treatment organizations.

Compared with the large literature on subordinate employees, there are few studies of emotional exhaustion and turnover intention for organizational leaders. There is little research that has extended the job demands-resources (JD-R) model of emotional exhaustion to leaders. In this study, the authors adapted the JD-R framework to analyze data collected from a sample of 410 leaders of addiction treatment organizations. The authors considered whether two job demands (performance demands and centralization) and two job resources (innovation in decision making and long-range strategic planning) were associated with emotional exhaustion and turnover intention. The authors also examined whether emotional exhaustion fully or partially mediated the associations between the job-related measures and turnover intention. The results supported the partially mediated model. Both job demands were positively associated with emotional exhaustion, and the association for long-range strategic planning was negative. Emotional exhaustion was positively associated with turnover intention. Centralization and innovation in decision making were also directly associated with turnover intention. Future research should continue to examine this theoretical framework among leaders of other types of organizations using more refined measures of demands and resources. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

The moderating role of cognitive control deficits in the link from emotional dissonance to burnout symptoms and absenteeism.

The present study examines whether cognitive control deficits (CCDs) as a personal vulnerability factor amplify the relationship between emotional dissonance (ED; perceived discrepancy between felt and expressed emotions) and burnout symptoms (emotional exhaustion and depersonalization) as well as absenteeism. CCDs refer to daily failures and impairments of attention regulation, impulse control, and memory. The prediction of the moderator effect of CCDs draws on the argument that portraying emotions which are not genuinely felt is a form of self-regulation taxing and depleting a limited resource capacity. Interindividual differences in the resource capacity are reflected by the measure of CCDs. Drawing on two German samples (one cross-sectional and one longitudinal sample; NTOTAL = 645) of service employees, the present study analyzed interactive effects of ED and CCDs on exhaustion, depersonalization, and two indicators of absenteeism. As was hypothesized, latent moderated structural equation modeling revealed that the adverse impacts of ED on both burnout symptoms and absence behavior were amplified as a function of CCDs. Theoretical and practical implications of the present results will be discussed. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Must "Service With a Smile" Be Stressful? The Moderating Role of Personal Control for American and French Employees.

Suppressing and faking emotional expressions depletes personal resources and predicts job strain for customer-contact employees. The authors argue that personal control over behavior, in the job and within the national culture, provides compensatory resources that reduce this strain. With a survey study of 196 employees from the United States and France, the authors supported that high job autonomy buffered the relationship of emotion regulation with emotional exhaustion and, to a lesser extent, job dissatisfaction. The relationship of emotion regulation with job dissatisfaction also depended on the emotional culture; the relationship was weaker for French customer-contact employees who were proposed to have more personal control over expressions than U.S. employees. Theoretical and research implications for the emotion regulation literature and practical suggestions for minimizing job strain are proposed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Personality and emotional performance: Extraversion, neuroticism, and self-monitoring.

Using an experimental design, the authors linked personality to performance on two emotional regulation tasks requiring the expression of either anger or enthusiasm. Across tasks, self-monitoring was associated with effective emotional performance. High self-monitors reported less stress and more deep acting than low self-monitors and did not experience elevated heart rate during emotional performance. The authors also examined affective traits, positing that emotional regulation would be less stressful for individuals who were asked to perform personality congruent emotions. As expected, individuals high on extraversion experienced elevated heart rates when asked to express personality incongruent emotions (i.e., anger). However, the association between extraversion and emotional performance was not significantly different for the two types of emotional regulation (anger and enthusiasm). Neuroticism was associated with increased heart rate and poor performance in both tasks. Overall, these data provide partial support for our personality congruency hypotheses and suggest that personality plays an important role in effective emotional performance. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Quantitative Versus Emotional Demands Among Swedish Human Service Employees: Moderating Effects of Job Control and Social Support.

The purpose of the current study was to conduct a longitudinal test of the moderating effect of both job control and social support on the relation between job demands and burnout in human service work. To adapt the study to human service work, quantitative as well as emotional demands were examined. A longitudinal survey with a 1-year time interval yielded a panel group encompassing 2,255 employees from the Social Insurance Organization in Sweden. Hierarchical regression analyses were used, controlling for demographic variables and the related dependent variable at Time 1. The analyses were conducted for quantitative and emotional demands separately and revealed main effects. Slightly more main effects were found for emotional demands. In addition, 1 interaction effect was found between emotional demands and job control with regard to emotional exhaustion. In conclusion, the present study shows that emotional demands are as important as, and sometimes more important than, quantitative demands in human service work. Some practical implications and suggestions regarding future research are proposed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Job Resources Buffer the Impact of Job Demands on Burnout.

This study tested and refined the job demands-resources model, demonstrating that several job resources play a role in buffering the impact of several job demands on burnout. A total of 1,012 employees of a large institute for higher education participated in the study. Four demanding aspects of the job (e.g., work overload, emotional demands) and 4 job resources (e.g., autonomy, performance feedback) were used to test the central hypothesis that the interaction between (high) demands and (low) resources produces the highest levels of burnout (exhaustion, cynicism, reduced professional efficacy). The hypothesis was rejected for (reduced) professional efficacy but confirmed for exhaustion and cynicism regarding 18 out of 32 possible 2-way interactions (i.e., combinations of specific job demands and resources). (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor.

Research on aggression from organizational outsiders (customers, clients or patients) has ignored insider-instigated aggression, and has been limited to employees in emotional labor jobs (e.g., social work and customer services). The authors argue that customer-employee interactions have distinct characteristics from organizational insider interactions, and provide two studies to compare the frequency and strain of verbal abuse from customers, supervisors and coworkers. Furthermore, they assess whether customer verbal abuse is only a critical issue for employees in jobs requiring emotional labor, measured with both O*NET job codes and self-reported display rules. With a national random sample of U.S. employees (n = 2446) and a convenience sample of U.S. employees who have customer contact (n = 121), the authors find that verbal abuse from outsiders (1) occurs more frequently than insider verbal abuse, particularly for those with higher emotional labor requirements, and (2) predicts emotional exhaustion over and above insider verbal abuse, regardless of emotional labor requirements. The authors conclude that better integration of customer aggression and insider aggression research is needed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Autonomic feedback in stressful environments: How do individual differences in autonomic feedback relate to burnout, job performance, and job attitudes in salespeople?

Individual differences in autonomic feedback—the dispositional tendency to experience signs and symptoms of autonomic nervous system activity in response to positive and negative emotionally evocative stimuli—were hypothesized to relate to affective and behavioral job outcomes in occupations characterized by job stress because higher autonomic feedback would intensify reactions to emotional evocation. In a cross-sectional study of Dutch salespeople, individual differences in autonomic feedback were independent of role stress and yet were strongly and positively related to burnout and negatively related to extra-role performance and job satisfaction; they were also nonsignificantly and negatively related to in-role job performance. Further, when job stress was higher–high role stress or low managerial support–individual differences in autonomic feedback were more strongly related to burnout, especially emotional exhaustion. (PsycINFO Database Record (c) 2010 APA, all rights reserved)