Dissonance matters: Meta-analytic examination of the consequences of emotional labor

Jessica R. Mesmer-Magnus*, Leslie A. Dechurch, Amy M. Wax, Kristin T. Anderson

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contribution

1 Scopus citations

Abstract

Meta-analytic results from 63 independent studies (total N = 17,338) demonstrated that emotional labor (EL; the process by which employees manage their true feelings so they can express organizationally desired emotions) is associated with a range of harmful consequences - employee burnout, work withdrawal, turnover intentions, as well as decreased employee health, job satisfaction, and performance. Results suggest the extent to which dissonance exists between felt and expressed emotions moderates the degree to which EL incurs harmful consequences. The dissonance forms of emotional labor (surface acting and emotional dissonance) partially mediate the effects of organizational EL display rules on burnout.

Original languageEnglish (US)
Title of host publicationAcademy of Management 2011 Annual Meeting - West Meets East
Subtitle of host publicationEnlightening. Balancing. Transcending, AOM 2011
PublisherAcademy of Management
DOIs
StatePublished - Jan 1 2011
Event71st Annual Meeting of the Academy of Management - West Meets East: Enlightening, Balancing, Transcending, AOM 2011 - San Antonio, TX, United States
Duration: Aug 12 2011Aug 16 2011

Other

Other71st Annual Meeting of the Academy of Management - West Meets East: Enlightening, Balancing, Transcending, AOM 2011
CountryUnited States
CitySan Antonio, TX
Period8/12/118/16/11

Keywords

  • Emotional dissonance
  • Emotional labor
  • Meta-analysis

ASJC Scopus subject areas

  • Management Information Systems
  • Management of Technology and Innovation
  • Industrial relations

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