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首页> 外文期刊>Journal of Applied Psychology >Willing and Able to Fake Emotions: A Closer Examination of the Link Between Emotional Dissonance and Employee Well-Being
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Willing and Able to Fake Emotions: A Closer Examination of the Link Between Emotional Dissonance and Employee Well-Being

机译：愿意并能够假冒情绪：对情绪失调与员工福祉之间联系的更深入研究

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摘要

Emotional dissonance resulting from an employee's emotional labor is usually considered to lead to negative employee outcomes, such as job dissatisfaction and emotional exhaustion. Drawing on Festinger's (1957) cognitive dissonance theory, we argue that the relationship between service employees' surface acting and job dissatisfaction and emotional exhaustion is moderated by 2 aspects of a service worker's self-concept: the importance of displaying authentic emotions (reflecting the self-concept's self-liking dimension) and the employee's self-efficacy when faking emotions (reflecting the self-competence dimension). A survey of 528 frontline employees from a wide variety of service jobs provides support for the moderating role of both self-concept dimensions, which moderate 3 out of 4 relationships. Theoretical and practical implications are discussed from the perspectives of cognitive dissonance and emotional labor theories.
机译：通常认为，由员工的情感劳动引起的情感失调会导致员工的负面结果，例如工作不满和情感疲惫。借鉴费斯廷格（Festinger，1957）的认知失调理论，我们认为服务员工的表面行为与工作不满和情绪疲惫之间的关系由服务员工的自我概念的两个方面调节：显示真实情绪（反映自我）的重要性-概念的自我喜好维度）和员工在伪造情感时的自我效能（反映自我能力维度）。对528名来自各种服务工作的一线员工的调查提供了对自我概念维度的调节作用的支持，这些维度调节了4种关系中的3种。从认知失调和情感劳动理论的角度讨论了理论和实践意义。

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