Results 231 to 240 of about 1,166,768 (281)

Emotional dissonance in call centre work

open access: yesJournal of Managerial Psychology, 2010
PurposeThe purpose of this paper is to investigate new hypotheses regarding potential correlates and underpinnings of emotional dissonance experienced in call centre work. It is argued that prior attempts to measure emotional dissonance are incomplete because such measures often do not specify which emotions are actually not shown (e.g.
Jürgen Wegge, Rolf van Dick
exaly   +3 more sources

Emotional dissonance and emotional exhaustion among hotel employees in Nigeria

open access: yesInternational Journal of Hospitality Management, 2009
Abstract The purpose of this study was to develop and test a model, which investigated emotional dissonance and emotional exhaustion among employees in frontline service jobs. Data were gathered via self-administered questionnaires from a sample of frontline hotel employees in Nigeria, which is one of the neglected developing sub-Saharan countries in
Osman M. Karatepe
exaly   +4 more sources

Emotional Dissonance and Customer Service: An Exploratory Study

open access: yesServices Marketing Quarterly, 2008
ABSTRACT In this paper, the broad context for the study of emotional dissonance and its importance to marketing is set out. The relevant literature on emotional dissonance, its antecedents and outcomes are introduced together with the knowledge gap in the literature.
Craig Julian
exaly   +3 more sources

Emotional Dissonance

Theory and Psychology, 2002
Emotional dissonance is a feeling of unease that occurs when someone evaluates an emotional experience as a threat to his or her identity. The paper documents that the features ascribed to emotion in Western culture are likely to collide with the characteristics attributed to Western citizens. This collision results in a permanent evaluation of emotion.

exaly   +5 more sources

Emotional Upset as a Function of Motion and Perceptual Dissonance

open access: yesPerceptual and Motor Skills, 1969
Using an apparatus in which a test cage and a surrounding display could be rotated independently, an attempt was made to evaluate the influence over time of perceptual dissonance and movement on ambulation and defecation measures of emotional upset.
H R, Grumpelt, E G, Brainerd, C A, Furry
openaire   +3 more sources

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