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

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

doi:10.5464/AMBPP.2011.225.a

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

Communication Studies

Research output: Contribution to journal › Conference article › peer-review

4 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 language	English (US)
Journal	Academy of Management Annual Meeting Proceedings
DOIs	https://doi.org/10.5464/AMBPP.2011.225.a
State	Published - 2011
Event	71st Annual Meeting of the Academy of Management - West Meets East: Enlightening, Balancing, Transcending, AOM 2011 - San Antonio, TX, United States Duration: Aug 12 2011 → Aug 16 2011

Keywords

Emotional dissonance
Emotional labor
Meta-analysis

ASJC Scopus subject areas

Management Information Systems
Management of Technology and Innovation
Industrial relations

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

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10.5464/AMBPP.2011.225.a

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title = "Dissonance matters: Meta-analytic examination of the consequences of emotional labor",

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.",

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T2 - 71st Annual Meeting of the Academy of Management - West Meets East: Enlightening, Balancing, Transcending, AOM 2011

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AU - Dechurch, Leslie A.

AU - Wax, Amy M.

AU - Anderson, Kristin T.

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N2 - 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.

AB - 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.

KW - Emotional dissonance

KW - Emotional labor

KW - Meta-analysis

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DO - 10.5464/AMBPP.2011.225.a

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SN - 0065-0668

JO - Academy of Management Annual Meeting Proceedings

JF - Academy of Management Annual Meeting Proceedings

Y2 - 12 August 2011 through 16 August 2011

ER -

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

Abstract

Keywords

ASJC Scopus subject areas

UN SDGs

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