Abstract
This research was designed to test and extend the model of emotional dissonance. Previous models of emotional dissonance, such as the Job Demand-Resource (JD-R) and the Stress-Strain-Outcome (SSO) models, are limited in that they do not account for the influences of work and work–family-related conflicts. The present paper focused on emotional labor carried out by married women working in call centers. We developed the model of emotional dissonance influencing intrinsic motivation and job stress, with the moderating effects of work overload and work–family conflict. The data of 468 employees analyzed using least square regression showed that that emotional dissonance is positively related to job stress, but is negatively related to intrinsic motivation. Both work overload and work–family conflict were found to be significant moderators that aggravate the positive relationships between emotional dissonance and job stress, and the negative relationships between emotional dissonance and intrinsic motivation. Theoretical and practical implications on emotional labor and emotional dissonance are discussed.
Highlights
The advancement of Information & Communication Technology (ICT) in the service industry allowed firms to adopt increasing use of non-face-to-face methods rather than traditional employment practices for customer service
Since emotional labor can be a stressor for the workers in call centers (Pugliesi 1999) and, at the same time, customer services depend on their perceived emotions so that customers directly interact with them via telephone equipped with the ICT system, many researchers are interested in how emotional dissonance is associated with job stress and work motivation
The present study aimed to investigate the moderating effects of work overload and work–family conflict in order to examine the relationships between emotional dissonance
Summary
The advancement of Information & Communication Technology (ICT) in the service industry allowed firms to adopt increasing use of non-face-to-face methods rather than traditional employment practices for customer service. Call center workers frequently deal with complaints and verbal aggression from customers, experiencing greater emotional labor (Aksin et al 2007; Rod and Ashill 2013). In such situations, workers in call centers experience inconsistent emotional harmony between the actual experiences they undergo contacting their customers and those required in accordance with the policy described in the job description of the company. Since emotional labor can be a stressor for the workers in call centers (Pugliesi 1999) and, at the same time, customer services depend on their perceived emotions so that customers directly interact with them via telephone equipped with the ICT system, many researchers are interested in how emotional dissonance is associated with job stress and work motivation. Company managers recognize the emotional dissonance of workers as an important factor, especially for workers who are in direct contact with their customers through the ICT system
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