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Minimizing the cost of emotional dissonance at work: a multi-sample analysis

Mishra, Sushanta Kumar; Kumar, Kunal Kamal - In: Management Decision 54 (2016) 4, pp. 778-795

Purpose – The present study is based on two samples from two occupational groups (one among medical representatives in pharmaceutical industry and other among frontline employees in hospitality industry). The study found support for the moderation effect of perceived organizational support...

Persistent link: https://www.econbiz.de/10014935647

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

Phillips, Brendan; Tsu Wee Tan, Thomas; Julian, Craig - In: Journal of Services Marketing 20 (2006) 7, pp. 471-478

performance and job satisfaction amongst high contact service workers. Design/methodology/approach – A literature review is used …, job satisfaction and performance. Research limitations/implications – The study should be extended beyond the conceptual … emotional dissonance and its contribution to employees' job satisfaction and performance. Originality/value – This paper fills a …

Persistent link: https://www.econbiz.de/10014905132

Emotional empathy and front line employees: does it make sense to care about the customer?

Varca, Philip E. - In: Journal of Services Marketing 23 (2009) 1, pp. 51-56

Purpose – This paper aims to examine the relationship between empathy and role stress among front line employees (FLEs). The goal was to test the hypothesis that emotionally critical aspects of the service encounter are central to role conflict. Design/methodology/approach – A total of 226...

Persistent link: https://www.econbiz.de/10014905232

Call center employee personality factors and service performance

Sawyerr, Olukemi O.; Srinivas, Shanthi; Wang, Sijun - In: Journal of Services Marketing 23 (2009) 5, pp. 301-317

general has shown a link between personality factors and job performance. This study aims to focus on examining the … relationship between personality factors and performance using service performance indicators and further, to study the role of … more of the performance measures. Emotional exhaustion mediated the relationship between emotional stability and locus of …

Persistent link: https://www.econbiz.de/10014905255

The consumer anger phenomena: causes and consequences

Funches, Venessa - In: Journal of Services Marketing 25 (2011) 6, pp. 420-428

Purpose – The purpose of this paper is to explore consumer anger phenomena. Design/methodology/approach – The research utilized the critical incident technique and three different samples to thoroughly explore the consumer anger phenomena. Findings – The research identified three causes of...

Persistent link: https://www.econbiz.de/10014905355

Problematic customers and customer service employee retaliation

Kumar Madupalli, Ramana; Poddar, Amit - In: Journal of Services Marketing 28 (2014) 3, pp. 244-255

Purpose – The purpose of this paper is to examine the effects of problematic customer behaviors on customer service employee (CSE) attitudes and subsequent retaliation toward customers. Design/methodology/approach – Data from five semi-structured in-depth interviews and a structured survey...

Persistent link: https://www.econbiz.de/10014905909

Emotions and team projects and processes

Peslak, Alan R. - In: Team Performance Management: An International Journal 11 (2005) 7/8, pp. 251-262

Purpose – To explore the relationships between emotions and overall team processes and task performance. Design …

Persistent link: https://www.econbiz.de/10015031165

Information technology team achievement

Peslak, Alan; Stanton, Marcy - In: Team Performance Management: An International Journal 13 (2007) 1/2, pp. 21-33

Purpose – This paper sets out o determine influences on team performance processes and develop an overall team success …

Persistent link: https://www.econbiz.de/10015031197

The experience of workplace anger

Booth, Jill; Mann, Sandi - In: Leadership & Organization Development Journal 26 (2005) 4, pp. 250-262

Purpose – The purpose of this paper is to examine the experience of anger in the workplace and in particular to identify the characteristics, causes and short‐ and long‐term consequences of workplace anger episodes. Design/methodology/approach – This qualitative study involves in‐depth...

Persistent link: https://www.econbiz.de/10014922912

Expectations of emotional display in the workplace

Mann, Sandi - In: Leadership & Organization Development Journal 28 (2007) 6, pp. 552-570

those interactions where such performance is most expected and required. Originality/value – Whilst a great deal of research … has been conducted into the emotional displays and emotional labour performance of employees, little has examined the …

Persistent link: https://www.econbiz.de/10014923069