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Unpacking Emotional Dissonance: Examining the Effects of Event-Level Emotional Dissonance on Well-Being Using Polynomial Regression

Harris, Mary Margaret
http://rave.ohiolink.edu/etdc/view?acc_num=akron1401281006

Abstract Details

2014, Doctor of Philosophy, University of Akron, Psychology-Industrial/Organizational.
This research sought to provide a detailed understanding of emotional dissonance, or the discrepancy between feelings and displays, as it relates to emotional exhaustion and psychological vitality. This was the first study to examine dissonance as it is defined by modeling feelings and displays as separate constructs and to differentiate between different experiences of dissonance. All hypotheses were tested using a large archival dataset collected using experience sampling methodology, which included 250 call center employees who rated consumer interactions approximately 3 times per day over the course of 10 work days. This research provides three overarching contributions to the emotional labor literature. First, modeling dissonance using domain-specific (i.e., positive and/or negative) felt and displayed emotions provided an enhanced understanding of the relationship between well-being and dissonance. In particular, the influence of congruent feelings and displays (i.e., no dissonance) on well-being was influenced by the intensity of those emotions, thus suggesting that not all situations without dissonance are equally healthy. Second, dissonance predicted well-being above and beyond feelings and displays (each of which also had unique relationships with well-being). Third, this research leveraged polynomial regression and three-dimensional response surface methodology to extend our knowledge of the nature and effects of emotional dissonance in customer service situations.
James Diefendorff, Dr. (Advisor)
Paul Levy, Dr. (Committee Member)
Andrea Snell, Dr. (Committee Member)
Jennifer Stanley, Dr. (Committee Member)
Maria Hamdani, Dr. (Committee Member)
130 p.
Organizational Behavior; Psychology; Quantitative Psychology; Statistics
emotional dissonance; polynomial regression; three-dimensional response surface modeling; experience sampling method; well-being; emotional exhaustion; psychological vitality; emotional displays; feelings; China; call center; emotion regulation

Recommended Citations

Citations

  • Harris, M. M. (2014). Unpacking Emotional Dissonance: Examining the Effects of Event-Level Emotional Dissonance on Well-Being Using Polynomial Regression [Doctoral dissertation, University of Akron]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=akron1401281006

    APA Style (7th edition)

  • Harris, Mary Margaret. Unpacking Emotional Dissonance: Examining the Effects of Event-Level Emotional Dissonance on Well-Being Using Polynomial Regression. 2014. University of Akron, Doctoral dissertation. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=akron1401281006.

    MLA Style (8th edition)

  • Harris, Mary Margaret. "Unpacking Emotional Dissonance: Examining the Effects of Event-Level Emotional Dissonance on Well-Being Using Polynomial Regression." Doctoral dissertation, University of Akron, 2014. http://rave.ohiolink.edu/etdc/view?acc_num=akron1401281006

    Chicago Manual of Style (17th edition)

akron1401281006
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This open access ETD is published by University of Akron and OhioLINK.