Antecedents and consequences of emotional dissonance: Understanding the relationships among personality, emotional dissonance, job satisfaction, intention to quit and job performance

• Main Author: Diamond, Laurie K
• Format: Others
• Published: Scholar Commons 2005
• Subjects: Emotional labor; Turnover; Ipip; Debt collectors; Helpfulness; American Studies; Arts and Humanities
• Online Access: http://scholarcommons.usf.edu/etd/2856; http://scholarcommons.usf.edu/cgi/viewcontent.cgi?article=3855&context=etd

The primary goal of this research was to explore the antecedents and consequences of emotional dissonance for debt collectors. The antecedents were personality factors (extraversion, anger, conscientiousness and agreeableness) and pro-social factors. The consequences of emotional dissonance were job satisfaction, intention to quit and job performance. A path model was developed to explain the relations among the studys measures in a sample of 188 full-time debt collectors. The path analysis results failed to show strong relations between personality and emotional dissonance. However, strong relations were found between emotional dissonance, job satisfaction, intention to quit, and performance. Job satisfaction acted as a mediator between emotional dissonance and intention to quit as well as emotional dissonance and performance.