The theoretical underpinnings of emotional dissonance: A framework and analysis of propositions

• Main Authors: PHILLIPS, Brendan, Tan, Tsu Wee, Thomas, JULIAN, Craig
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2010
• Subjects: Emotional dissonance; Performance management; Customer orientation; Job satisfaction; Marketing; Sales and Merchandising
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/2681; https://ink.library.smu.edu.sg/context/lkcsb_research/article/3680/viewcontent/Publication_BP_emotional_dissonance_2006_with_cover_page_v2.pdf
• Institution: Singapore Management University

Purpose The research objective of this paper is to study the broad context of emotional labor and dissonance and its importance to service marketing. This knowledge would provide a better understanding of the factors that contribute to job performance and job satisfaction amongst high contact servic...