Emotional dissonance, job burnout and anxiety in bank workers - music used as a moderator

• Main Authors: Hsieh, I-Yuan, 謝易原
• Other Authors: Tseng, Fang-Tai
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/77265j

碩士 === 國立交通大學 === 管理科學系所 === 99 === People are expected to conform to social or organizational norms regarding the display of emotion. Emotional dissonance has been described as a situation when an employee is required to display an emotion that is not genuinely felt in the particular situation (Hochschild, 1983). This article examines the emotional dissonance of bank workers and their relationship to the job burnout and anxiety in a sample of Taiwan bank workers (N = 248) , whether music used played a moderating role in the emotional dissonance -burnout process and emotional dissonance-anxiety process. The data showed that emotional dissonance had effect on burnout and anxiety. In the moderating effect, most emotional dissonance in low-music-used groups influenced job burnout and anxiety more significantly than higher-music-used groups.