Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers

By Kerry A. Lewig, Maureen Dollard. 2003

491 citations recorded by the source corpus.

Subfields: General Health Professions, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/13059cf91e2fd66d5cd5dea3b662036d6ae6f0e7

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In General Health Professions

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

When do job demands particularly predict burnout?: The moderating role of job resources (2007, result): “For instance, Lewig and Dollard (2003) showed that the JD-R model resulted in stronger findings in comparison with both the DCS and the ERI model, emphasizing the value of such a situation/occupation specific model.”
Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance (2006, background): “Cognitive dissonance theory is generally accepted by emotional labour researchers as the foundation for the concept of emotional dissonance (Härtel et al. 2002; Lewig & Dollard 2003; Mann 1999 2004; Rubin et al. 2005; Williams & Aaker 2002).”
Moving emotional labor beyond surface and deep acting (2012, unknown): “…emotion discordance: surface acting (e.g., Chau, 2007; Totterdell & Holman, 2003; Zammuner & Galli, 2005a), emotional dissonance (e.g., Abraham, 1999; Giardini & Frese, 2006; Lewig & Dollard, 2003), and emotional suppression (e.g., Gross & John, 2003; Schaubroeck & Jones, 2000; Sieverding, 2009).”
When promoting positive feelings pays: Aggregate job satisfaction, work design features, and innovation in manufacturing organizations (2006, background): “At the level of the organization, research in call centres revealed that high turnover and absenteeism is attributable to low job satisfaction (Grebner et al., 2003; Lewig & Dollard, 2003).”
Designing Motivating Jobs: An Expanded Framework for Linking Work Characteristics and Motivation (2008, background): “This aspect of emotion work has been shown to be negatively related to well-being (Zapf, 2002), especially when work demands are high (Lewig & Dollard, 2003).”
How changes in job demands and resources predict burnout, work engagement, and sickness absenteeism (2009, unknown): “(2009) DOI: 10.1002/job 2005; Hakanen et al., 2006; Lewig & Dollard, 2003; Llorens et al., 2006; Schaufeli & Bakker, 2004a).”
IS EMOTIONAL LABOR MORE DIFFICULT FOR SOME THAN FOR OTHERS? A MULTILEVEL, EXPERIENCE-SAMPLING STUDY (2009, background): “A few studies have found that job satisfaction is negatively related to emotional dissonance (Abraham, 1998, 1999a,b; Lewig & Dollard, 2003 ), a byproduct of surface acting (Erickson & Ritter, 2001; Glomb & Tews, 2004).”
Reviewing the effort-reward imbalance model: drawing up the balance of 45 empirical studies. (2005, background): “Three notable exceptions are a study by Pikhart et al. (2001) in five post-communistic countries, a Japanese study by Tsutsumi, Kayaba, Theorell, and Siegrist (2001), and an Australian study by Lewig and Dollard (2003).”
Work motivation, organisational identification, and well-being in call centre work (2006, background): “…negative emotions are aroused or suppressed, and this was also found in call centre work (Grandey et al., 2004; Isic, Dormann, & Zapf, 1999; Lewig & Dollard, 2003; Schaubroeck & Jones, 2000; Totterdell & Holman, 2003; Wegge, van Dick, & Wecking, 2006; Zapf, Isic, Bechtoldt, & Blau, 2003).”
Predicting intention to quit in the call centre industry: does the retail model fit? (2006, background): “For example, in contrast to the conventional retail sales setting where face to face interactions are the norm, they primarily utilize telecommunication and information technologies to generate sales, to provide company information and to help maintain good customer service relations (Bakker et al.,”