Emotional dissonance and burnout among cabin attendants

By Ellen Heuven, Arnold B. Bakker. 2003

173 citations recorded by the source corpus.

Subfields: General Health Professions, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/097b850b88b1747f4373663b856bcd52ad867cdf

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In General Health Professions

In Sociology and Political Science

Citations in the corpus

Emotional labor among police officers: a diary study relating strain, emotional labor, and service performance (2017, background): “Emotional dissonance arises as a consequence of the persisting discrepancy between inner feelings and outer expressions during an interaction (Zapf, 2002) and can be considered a structural discrepancy between displayed and felt emotions as part of the work role (Heuven & Bakker, 2003).”
Do job resources moderate the effect of emotional dissonance on burnout (2011, background): “Emotional dissonance regarding its relationship with burnout and negative health outcomes is the key dimension of emotional labor (Dormann and Zapf, 2004) and refers to incongruence between felt and displayed emotions (Heuven and Bakker, 2003).”
The effect of positive and negative work‐family interaction on exhaustion: Does work social support make a difference? (2010, background): “Emotional dissonance, which refers to incongruence between felt and displayed emotions ( Heuven and Bakker, 2003”
Burnout and Work Engagement Among Cabin Crew: Antecedents and Consequences (2012, background): “In particular, emotional exhaustion and cynicism are considered the core dimensions of burnout (Green, Walkey, & Taylor, 1991; Heuven & Bakker, 2003).”
Psychological strain and emotional labor among police-officers : A diary study (2007, background): “Emotional dissonance is considered to be an important predictor of impaired psychological well-being in the form of emotional exhaustion and depersonalization (Ashfort & Humphrey, 1993; Brotheridge & Lee, 1998, 2003; Grandey, 2000; Heuven & Bakker, 2003; Zapf, 2002).”
Emotional Intelligence Training: A Case of Caveat Emptor (2006, background): “Furthermore, findings from research in the field of emotional labor are also beginning to identify how certain emotional abilities may be learned on the job, in particular those associated with how emotions are managed (Heuven & Bakker, 2003).”
The role of self-efficacy in performing emotion work (2006, result): “…regarding this relationship, with some studies showing positive relationships between emotion work and well-being (Adelmann, 1995; Ashfort & Humphrey, 1993), and other studies showing negative relationships (Abraham, 1998; Brotheridge & Lee, 1998; Heuven & Bakker, 2003; Zapf et al., 1999, 2001).”
On the positive and negative effects of emotion work in organizations (2006, background): “In particular, relations between emotional dissonance and emotional exhaustion were found in the studies of Heuven and Bakker (2003), Lewig and Dollard (2003), Morris and Feldman (1997), Nerdinger and Röper (1999), Zapf, Vogt et al. (1999), and Zerbe (2000).”
Flight attendants' daily recovery from work: Is there no place like home? (2004, background): “E-mail: sabine.sonnentag@uni-konstanz.de 366 dissonance, has been found to be related to poor well-being in service workers, in general (Brotheridge & Grandy, 2002; Dormann & Kaiser, 2002; Zapf et al., 1999), and in flight attendants, in particular (Heuven & Bakker, 2003).”
Outcomes of customer verbal aggression among hotel employees (2009, background): “), which refers to the incongruence between felt and expressed emotions ( Heuven and Bakker, 2003”
Examining Job Crafting from an Interpersonal Perspective: Is Employee Job Crafting Related to the Well‐Being of Colleagues? (2015, background): “These two dimensions are generally considered to be the “core of burnout” (e.g. González-Romá, Schaufeli, Bakker, & Lloret, 2006; Heuven & Bakker, 2003).”
Prison staff and work stress: The role of organizational and emotional influences (2006, background): “Numerous researchers have shown emotional dissonance to be an antecedent to employee burnout or exhaustion (Abraham, 2000; Heuven & Bakker, 2003; Morris & Feldman, 1996; Seffrin, 2002; Zapf et al., 2001).”
Designing Motivating Jobs: An Expanded Framework for Linking Work Characteristics and Motivation (2008, unknown): “One such attribute is emotional labor (or emotion work) in service contexts (Dollard, Dormann, Boyd, Winefield, & Winefield, 2003; Heuven & Bakker, 2003; Zapf, Isic, Bechtoldt, & Blau, 2003; Zapf, Seifert, Schmutte, Mertini, & Holz, 2001).”
The moderating role of perceived organizational support on the relationship between emotional labor and job-related outcomes (2015, background): “Emotional dissonance, referred to as emotion-rule dissonance, is the key dimension of emotional labor (Heuven and Bakker, 2003).”