Emotional dissonance

Topics: Emotion, Emotional labor, Affect display Pages: 56 (12774 words) Published: February 7, 2015
Journal of Managerial Psychology
Emotional dissonance in call centre work
Jürgen Wegge Rolf Van Dick Christiane von Bernstorff

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Jürgen Wegge Rolf Van Dick Christiane von Bernstorff, (2010),"Emotional dissonance in call centre work", Journal of Managerial Psychology, Vol. 25 Iss 6 pp. 596 - 619 Permanent link to this document:

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Emotional dissonance in call
centre work


Technical University of Dresden, Dresden, Germany

Ju¨rgen Wegge
Rolf Van Dick
Goethe University Frankfurt, Frankfurt, Germany, and

Received May 2009
Revised November 2009
Accepted November 2009

Christiane von Bernstorff

Downloaded by UNIVERSITY OF ESSEX At 16:41 03 February 2015 (PT)

University of Dortmund, Dortmund, Germany
Purpose – The purpose of this paper is to investigate new hypotheses regarding potential correlates and underpinnings of emotional dissonance experienced in call centre work. It is argued that prior attempts to measure emotional dissonance are incomplete because such measures often do not specify which emotions are actually not shown (e.g. faked, suppressed, veiled) during work. Design/methodology/approach – A field study with 161 call centre agents was conducted. Positive affectivity (PA), negative affectivity (NA) of agents and customer verbal aggression were conceptualized as correlates of emotional dissonance, whereas job satisfaction, health disorders and burnout were assessed as indicators of agents’ work motivation and well-being. To investigate the emotional underpinnings of emotional dissonance the Frankfurt Emotion Work Scales (FEWS) was used and, in addition, agents were asked to report frequency, intensity and “not showing” of 15 separate emotions.

Findings – The results show that emotional dissonance was...

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