Wegge, Jürgen; Van Dick, Rolf; von Bernstorff, Christiane - In: Journal of Managerial Psychology 25 (2010) 6, pp. 596-619
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...