{"id":"https://openalex.org/W1986809118","doi":"https://doi.org/10.1017/s1833367200004053","title":"Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance","display_name":"Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance","publication_year":2006,"publication_date":"2006-09-01","ids":{"openalex":"https://openalex.org/W1986809118","doi":"https://doi.org/10.1017/s1833367200004053","mag":"1986809118"},"language":"en","primary_location":{"id":"doi:10.1017/s1833367200004053","doi":"https://doi.org/10.1017/s1833367200004053","is_oa":false,"landing_page_url":"https://doi.org/10.1017/s1833367200004053","pdf_url":null,"source":{"id":"https://openalex.org/S8124760","display_name":"Journal of Management & Organization","issn_l":"1324-3209","issn":["1324-3209","1833-3672","1839-3527"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-4","jufo-1","ki-jl-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310311721","host_organization_name":"Cambridge University Press","host_organization_lineage":["https://openalex.org/P4310311721","https://openalex.org/P4310311702"],"host_organization_lineage_names":["Cambridge University Press","University of Cambridge"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Management & Organization","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Pieter A Van Dijk","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I56590836","display_name":"Monash University","ror":"https://ror.org/02bfwt286","country_code":"AU","type":"education","lineage":["https://openalex.org/I56590836"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Pieter A Van Dijk","raw_affiliation_strings":["Tourism Research Unit, Department of Management, Monash University, Berwick, VIC, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Tourism Research Unit, Department of Management, Monash University, Berwick, VIC, Australia","institution_ids":["https://openalex.org/I56590836"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5005471073","display_name":"Andrea Kirk Brown","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I56590836","display_name":"Monash University","ror":"https://ror.org/02bfwt286","country_code":"AU","type":"education","lineage":["https://openalex.org/I56590836"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Andrea Kirk Brown","raw_affiliation_strings":["Department of Management, Monash University, Berwick, VIC, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management, Monash University, Berwick, VIC, Australia","institution_ids":["https://openalex.org/I56590836"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I56590836"],"apc_list":{"value":3550,"currency":"USD","value_usd":3550},"apc_paid":null,"fwci":15.122,"has_fulltext":false,"cited_by_count":190,"citation_normalized_percentile":{"value":0.98530038,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":100},"biblio":{"volume":"12","issue":"2","first_page":"101","last_page":"115"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":1.0,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":1.0,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12704","display_name":"Stress and Burnout Research","score":0.0,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/emotional-labor","display_name":"emotional labor","score":1.0},{"id":"https://openalex.org/keywords/emotional-dissonance","display_name":"emotional dissonance","score":0.9900000095367432},{"id":"https://openalex.org/keywords/emotional-exhaustion","display_name":"emotional exhaustion","score":0.9789999723434448},{"id":"https://openalex.org/keywords/cognitive-dissonance-theory","display_name":"cognitive dissonance theory","score":0.890999972820282},{"id":"https://openalex.org/keywords/mediation","display_name":"mediation","score":0.8949999809265137},{"id":"https://openalex.org/keywords/tourism-organizations","display_name":"tourism organizations","score":0.6940000057220459},{"id":"https://openalex.org/keywords/customer-service-representatives","display_name":"customer service employees","score":0.7789999842643738}],"concepts":[{"id":"https://openalex.org/C77513098","wikidata":"https://www.wikidata.org/wiki/Q209722","display_name":"Cognitive dissonance","level":2,"score":0.9619506597518921},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.7439753413200378},{"id":"https://openalex.org/C88519622","wikidata":"https://www.wikidata.org/wiki/Q776232","display_name":"Emotional exhaustion","level":3,"score":0.64901202917099},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.6327117681503296},{"id":"https://openalex.org/C136103064","wikidata":"https://www.wikidata.org/wiki/Q1044045","display_name":"Emotional labor","level":2,"score":0.6138474941253662},{"id":"https://openalex.org/C2777146004","wikidata":"https://www.wikidata.org/wiki/Q14949826","display_name":"CLARITY","level":2,"score":0.5384438037872314},{"id":"https://openalex.org/C32268604","wikidata":"https://www.wikidata.org/wiki/Q7448126","display_name":"Self-justification","level":3,"score":0.48438674211502075},{"id":"https://openalex.org/C179420905","wikidata":"https://www.wikidata.org/wiki/Q223871","display_name":"Mediation","level":2,"score":0.43182915449142456},{"id":"https://openalex.org/C143916079","wikidata":"https://www.wikidata.org/wiki/Q2629248","display_name":"Burnout","level":2,"score":0.17377281188964844},{"id":"https://openalex.org/C70410870","wikidata":"https://www.wikidata.org/wiki/Q199906","display_name":"Clinical psychology","level":1,"score":0.14269918203353882},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.06787407398223877},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C55493867","wikidata":"https://www.wikidata.org/wiki/Q7094","display_name":"Biochemistry","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1017/s1833367200004053","doi":"https://doi.org/10.1017/s1833367200004053","is_oa":false,"landing_page_url":"https://doi.org/10.1017/s1833367200004053","pdf_url":null,"source":{"id":"https://openalex.org/S8124760","display_name":"Journal of Management & Organization","issn_l":"1324-3209","issn":["1324-3209","1833-3672","1839-3527"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-4","jufo-1","ki-jl-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310311721","host_organization_name":"Cambridge University Press","host_organization_lineage":["https://openalex.org/P4310311721","https://openalex.org/P4310311702"],"host_organization_lineage_names":["Cambridge University Press","University of Cambridge"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Management & Organization","raw_type":"journal-article"},{"id":"doi:10.5172/jmo.2006.12.2.101","doi":"https://doi.org/10.5172/jmo.2006.12.2.101","is_oa":false,"landing_page_url":"https://doi.org/10.5172/jmo.2006.12.2.101","pdf_url":null,"source":{"id":"https://openalex.org/S8124760","display_name":"Journal of Management & Organization","issn_l":"1324-3209","issn":["1324-3209","1833-3672","1839-3527"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-4","jufo-1","ki-jl-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310311721","host_organization_name":"Cambridge University Press","host_organization_lineage":["https://openalex.org/P4310311721","https://openalex.org/P4310311702"],"host_organization_lineage_names":["Cambridge University Press","University of Cambridge"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Management & Organization","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:cup:jomorg:v:12:y:2006:i:02:p:101-115_00","doi":null,"is_oa":false,"landing_page_url":"https://www.cambridge.org/core/product/identifier/S1833367200004053/type/journal_article","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"mag:2223997933","doi":null,"is_oa":false,"landing_page_url":"http://search.informit.com.au/fullText;dn=200611594;res=IELAPA","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth","score":0.9211000204086304}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":65,"referenced_works":["https://openalex.org/W143210423","https://openalex.org/W618856552","https://openalex.org/W1481880671","https://openalex.org/W1503921273","https://openalex.org/W1540489362","https://openalex.org/W1547073288","https://openalex.org/W1614622925","https://openalex.org/W1661933379","https://openalex.org/W1791417917","https://openalex.org/W1857409175","https://openalex.org/W1966114254","https://openalex.org/W1966519615","https://openalex.org/W1971383683","https://openalex.org/W1971440513","https://openalex.org/W1981667758","https://openalex.org/W1983485661","https://openalex.org/W1986174726","https://openalex.org/W2004668140","https://openalex.org/W2010110724","https://openalex.org/W2011583449","https://openalex.org/W2011610487","https://openalex.org/W2022472850","https://openalex.org/W2024879837","https://openalex.org/W2026329655","https://openalex.org/W2048701749","https://openalex.org/W2049825199","https://openalex.org/W2049852455","https://openalex.org/W2060661964","https://openalex.org/W2066302793","https://openalex.org/W2067750235","https://openalex.org/W2068719957","https://openalex.org/W2076800099","https://openalex.org/W2081229662","https://openalex.org/W2081726498","https://openalex.org/W2082250840","https://openalex.org/W2085822386","https://openalex.org/W2090549016","https://openalex.org/W2094480443","https://openalex.org/W2096813308","https://openalex.org/W2106096361","https://openalex.org/W2108646196","https://openalex.org/W2123716662","https://openalex.org/W2125275681","https://openalex.org/W2128252363","https://openalex.org/W2133798808","https://openalex.org/W2148643743","https://openalex.org/W2156330953","https://openalex.org/W2157057634","https://openalex.org/W2158403055","https://openalex.org/W2166469128","https://openalex.org/W2167440618","https://openalex.org/W2263259477","https://openalex.org/W2268265334","https://openalex.org/W2437442434","https://openalex.org/W2499437758","https://openalex.org/W2501449891","https://openalex.org/W2503977038","https://openalex.org/W2884977363","https://openalex.org/W2990634740","https://openalex.org/W3124918487","https://openalex.org/W3129043852","https://openalex.org/W4235295327","https://openalex.org/W4243211108","https://openalex.org/W4249372352","https://openalex.org/W4300107936"],"related_works":["https://openalex.org/W2223997933","https://openalex.org/W2055567177","https://openalex.org/W84717584","https://openalex.org/W1586290508","https://openalex.org/W2056235162","https://openalex.org/W2804056759","https://openalex.org/W2040795002","https://openalex.org/W2514031603","https://openalex.org/W2058874768","https://openalex.org/W2610611437"],"abstract_inverted_index":{"ABSTRACT":[0],"Conflicting":[1],"empirical":[2],"findings":[3],"in":[4,128],"studies":[5],"assessing":[6],"the":[7,20,25,48,78,129,138],"relationship":[8,99,130],"between":[9,74,131],"emotional":[10,30,51,60,72,75,81,126,132,135,149],"labour":[11,76,133],"and":[12,27,38,77,91,134,144],"negative":[13],"job":[14],"outcomes":[15],"are":[16],"partly":[17],"due":[18],"to":[19,94],"lack":[21],"of":[22,29,47,50,59,64,80,103,114,140,148],"clarity":[23],"regarding":[24],"conceptualisation":[26,90],"measurement":[28],"dissonance.":[31,150],"Emotional":[32],"dissonance":[33,65,73,86,127],"has":[34],"been":[35],"variously":[36],"described":[37],"measured":[39],"as":[40,44,53,55],"an":[41,56],"antecedent":[42],"or":[43],"a":[45,68,101,112,120,141],"consequence":[46],"performance":[49],"labour,":[52],"well":[54],"inherent":[57],"component":[58],"labour.":[61],"Recent":[62],"conceptualisations":[63],"have":[66],"proposed":[67,98],"mediator":[69],"role":[70,124],"for":[71,125],"outcome":[79],"exhaustion.":[82],"Concepts":[83],"from":[84,106],"cognitive":[85],"theory":[87],"support":[88],"this":[89,97],"were":[92],"used":[93],"empirically":[95],"test":[96],"with":[100],"sample":[102],"181":[104],"staff":[105],"two":[107],"tourism":[108],"based":[109],"organisations":[110],"providing":[111],"range":[113],"visitor/customer":[115],"services.":[116],"The":[117],"results":[118],"demonstrated":[119],"significant":[121],"partial":[122],"mediation":[123],"exhaustion,":[136],"supporting":[137],"use":[139],"more":[142],"theoretically":[143],"methodologically":[145],"consistent":[146],"measure":[147]},"counts_by_year":[{"year":2026,"cited_by_count":8},{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":6},{"year":2023,"cited_by_count":9},{"year":2022,"cited_by_count":14},{"year":2021,"cited_by_count":9},{"year":2020,"cited_by_count":13},{"year":2019,"cited_by_count":14},{"year":2018,"cited_by_count":13},{"year":2017,"cited_by_count":12},{"year":2016,"cited_by_count":7},{"year":2015,"cited_by_count":10},{"year":2014,"cited_by_count":17},{"year":2013,"cited_by_count":10},{"year":2012,"cited_by_count":9}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}