A conceptual examination of the causal sequences of emotional labor, emotional dissonance, and emotional exhaustion: The argument for the role of contextual and provider characteristics

Abstract

In response to the increasing interest regarding the emotional consequences facing service providers who perform emotional labor as part of their service roles, this chapter provides a conceptual examination of the causal sequences of emotional labor, emotional dissonance, and emotional exhaustion (the EEE sequence). Specifically, we propose a theoretical model that examines the emotional experience, performance outcomes, and turnover intentions of service providers in a holistic fashion by incorporating affective events theory to integrate the concept of daily hassles and uplifts with the EEE sequence. In addition, the organizational factors of cultural orientation to emotions and workgroup emotional climate, and the individual factors of provider dissonance tolerance, hassle tolerance, and uplift reactivity are introduced and depicted as influencing the EEE sequence. Implications for theory, practice, and future research are discussed