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Emotional Dissonance and Customer Service: An Exploratory Study
Services 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 C Julian
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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.
Jeroen Jansz
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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.
Jeroen Jansz
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Emotional Upset as a Function of Motion and Perceptual Dissonance
Perceptual 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
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Emotional dissonance and emotional exhaustion among hotel employees in Nigeria
International Journal of Hospitality Management, 2009Abstract 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
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The Impact of Emotional Dissonance on Organizational Commitment and Intention to Turnover
The Journal of Psychology, 1999 In the workplace, emotional dissonance is the conflict between experienced emotions and emotions expressed to conform to display rules. This study is an empirical examination of the impact of emotional dissonance on organizational criteria and its moderation by self-monitoring and social support. Emotional dissonance was theorized to stimulate turnover
Abraham, Rebecca
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, 2000 In response to the increasing interest regarding the emotional consequences facing service providers who perform emotion labor as part of their service roles, this study examined the causal sequences of emotion labor, emotional dissonance and emotional exhaustion (the EEE sequence).
Hartel, C. E., Hsu, C., Boyle, M. V.
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The Journal of Psychology, 2000 Job control may be defined as the latitude to make decisions and the freedom to select the most appropriate skills to complete the task. Emotional dissonance may be defined as the conflict between expressed and experienced emotions. In this study, job control and self-efficacy were theorized to jointly affect emotional dissonance. Individuals with high
Abraham, Rebecca
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Emotional dissonance in organizations: antecedents, consequences, and moderators.
Genetic, social, and general psychology monographs, 1998 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.
Abraham, Rebecca
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Emotions of cognitive dissonance
The 2011 International Joint Conference on Neural Networks, 2011Basic emotions correspond to bodily signals. Many psychologists think that there are only a few basic emotions, and that most emotions are combinations of these few. Here we advance a hypothesis that the number of principally different emotions is near infinite.
José Fernando Fontanari +3 more
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Emotional Dissonance in Medical Social Work Practice
Social Work in Health Care, 2002This qualitative study examined several ecological aspects of medical social work practice that affect social workers' emotional well-being. Forty-seven medical social workers from seven hospitals participated in small group interviews in which practice experiences were explored.
Keith R, Nelson, Joseph R, Merighi
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