The impact of stretch service goals on unethical behaviors of nurses: A three-wave cross-sectional study.

BACKGROUND: Stretch service goals strive to motivate healthcare practitioners to maintain high quality in service provision. However, little is known about how stretch service goals trigger nurses' unethical behavior. RESEARCH AIM: This study aimed to investigate the influence of stretch service goals on nurses' unethical behavior, as well as the mediating effects of patient entitlement and nurses' emotional dissonance. RESEARCH DESIGN: A quantitative cross-sectional study is designed. PARTICIPANTS AND RESEARCH CONTEXT: We sourced data by conducting a time-lagged three-wave survey study from March to September 2020. Random sampling was used, and data were collected from 422 nurse-patient pairs in Chinese hospitals. Bootstrapping method and structural equation modeling were employed to verify the conceptual model. ETHICAL CONSIDERATIONS: The study was approved by the designated authority within hospitals and ethical committees. RESULTS: Stretch service goals are not directly related to nurses' unethical behavior. Stretch service goals can trigger nurses' unethical behavior via patient entitlement. Patient entitlement and nurses' emotional dissonance play a chain-mediating role between stretch service goals and nurses' unethical behavior. CONCLUSIONS: In the context of the healthcare industry, nurses may engage in unethical behavior due to the pressure of achieving stretch service goals. This study contributes to opening the "black box" of stretch service goals and nurses' unethical behavior by exploring the chain-mediating effect of patient entitlement and nurses' emotional dissonance.

Mediating and Moderating Variables in the Relationship Between Emotional Demands and Teachers’ Emotional Exhaustion / [Variables mediadoras y moderadoras de la relación entre exigencias emocionales y agotamiento emocional en docentes]

Teachers tend to suffer high levels of emotional exhaustion, a variable that is associated with poor mental health and lower job performance. The present study analyzed how emotional demands, emotional dissonance, and self-efficacy to cope with stress interact in predicting teachers’ emotional exhaustion. To conduct this longitudinal research, 108 Andalusian teachers (57.3% women; mean age = 45.30, SD = 8.68) completed an online survey at three different time points. Moderated mediation analysis suggested that emotional dissonance mediated the relationship between emotional demands and emotional exhaustion, with self-efficacy acting as a moderator between the two. Teachers who perceived high emotional demands saw their levels of emotional dissonance increase, which in turn led to an increase in emotional exhaustion. In addition, self-efficacy acted as a protective factor against emotional exhaustion, buffering the negative effect of emotional dissonance. Strengthening these protective variables through interventions that increase levels of self-efficacy to cope with stress and reduce levels of emotional dissonance could help prevent teachers’ emotional exhaustion.(AU)

Los docentes tienden a sufrir un nivel elevado de agotamiento emocional, variable que se asocia con una mala salud mental y un bajo desempeño laboral. El estudio analiza cómo interactúan en la prevención del agotamiento emocional de los docentes las exigencias emocionales, la disonancia emocional y la autoeficacia para afrontar el estrés. Para llevar a cabo esta investigación de carácter longitudinal, 108 profesores andaluces (57.3% mujeres, edad media = 45.30, DT = 8.68) cumplimentaron una encuesta online en tres momentos distintos. El análisis de mediación moderada indicaba que la disonancia emocional mediaba la relación existente entre las exigencias emocionales y el agotamiento emocional, actuando como moderadora entre ambos la autoeficacia. Los profesores que percibieron exigencias emocionales elevadas vieron aumentar su grado de disonancia emocional, lo que a su vez aumentó el agotamiento emocional. Además, la autoeficacia actuó como factor protector del agotamiento emocional, amortiguando el efecto negativo de la disonancia emocional. Reforzar estas variables protectoras a través de intervenciones que aumenten el grado de autoeficacia para afrontar el estrés y reduzcan la disonancia emocional podría ayudar a prevenir el agotamiento emocional de los docentes.(AU)

Pain, Conflicted Feelings About Work, and Sickness Absence: A Prospective Study of the Effects of Number of Pain Sites and Role Conflicts on Medically Certified Sickness Absence.

We investigated associations between the number of pain sites (NPS) and role conflict with medically certified, pain-related sickness absence (SA) in employees of Norwegian enterprises (N = 5,654). Latent profile analyses identified exposure profiles based on 3 types of role conflict (work-role conflict, work-life conflict, and emotional dissonance). Multinomial logistic regressions estimated effects on absence (short-term absence of less than 56 days, long-term absence of more than 56 days) during 1 year after survey. Effects of the NPS on absence were compared across exposure profiles. Results suggested the NPS and all types of role conflict predicted absences separately. Mutually adjusted regressions revealed unique contributions of the NPS to the short-term and long-term absence (odds ratio [OR] 1.24, 95% confidence interval [CI] 1.18, 1.30 and OR 1.51, 95% CI 1.37, 1.66) and of work-role conflict to the short-term absence (OR 1.18, 95% CI 1.03, 1.35). Latent profile analyses identified 4 exposure profiles ("1 unconflicted," "2 dissonant, otherwise medium," "3 conflicted, medium dissonance," "4 conflicted and dissonant"). Profiles 3 and 4 exhibited elevated risk of SA, with the strongest baseline-adjusted effects for profile 4 (short-term absence OR 1.90, 95% CI 1.40, 2.57, long-term absence OR 1.95, 95% CI 1.15, 3.31). Effects of the NPS on short-term absence were stronger for profile 4 versus profile 1 (OR 1.38 vs 1.24, P < .001). Our findings suggest that addressing role conflicts may prevent pain-related absence, possibly also for individuals already experiencing pain. PERSPECTIVE: This article elucidates the connections between role conflicts associated with work roles, the NPS, and SA due to pain. This should help organizations prevent pain-related absences from work and improve working conditions for workers who remain occupationally active in spite of pain problems.

The moderating role of age and seniority on nurses' emotional dissonance and perceived health.

This study aims to investigate the weight of surface acting (a condition in which subjects must display an emotional state that does not correspond to their real feelings) in the relationship between the emotional load of nursing work and the perception of health, and to evaluate the moderating effect of age and length of service. A moderated mediation analysis was conducted on a sample of 359 Italian nurses. The results confirmed the mediation role of surface acting and showed that both age and seniority have moderating effects so that in conditions of high emotional load, older and more experienced nurses show higher levels of surface acting, and in conditions of high surface acting, younger and less experienced nurses show lower levels of perceived health. In conclusion, surface acting seems a stressor for younger nurses, not yet used to the weight of faking emotions, while the perceived emotional load seems a stressor for older and more experienced nurses. Each result highlights the importance of providing emotional regulation skills training and support to reduce the psychological impact of emotional demands on nurses.

Burning bright or burning out: a qualitative investigation of leader vitality.

Introduction: Leaders of organizations have incessant demands placed on them, including cultivating teams, building culture, and increasing the bottom line, in addition to caring for followers' well-being and thriving. Numerous resources are required to meet these continuous demands, and vitality is one of the most valuable. Methods: Through interviewing 20 of the most influential and pressured leaders of Fortune 1,000 companies, this qualitative study answers three important questions: what drains vitality, what fosters it, and how do leaders most effectively utilize vitality for followers? Results: The results shed light on psychological mechanisms that drain leaders' vitality, including emotional labor, self-control, loss of job control, the unproductive mindsets of others, and isolation created from the role. In terms of fostering vitality, several of the pathways of the PERMA+4 model of well-being were highlighted, including fostering relationships, physical health, accomplishment, mindset, meaning, environment, and engagement. Two additional themes that foster vitality included job autonomy and time away from work. Themes emerged that underscore how leaders utilize their vitality for followers, and the potentially detrimental impacts to leadership when leaders are drained. Discussion: Overall, results highlight the importance of vitality and self-care as critical for leaders' ability to maximize their leadership performance.

Emotional labor among Turkish nurses: A cross-sectional study.

Nurses are the closest healthcare providers to patients and emotional labor is the most invisible part of nursing work. However, the management of emotions to promote organizational goals and to ensure patient satisfaction may have both positive and negative impacts on nurses' working life. The purpose of this cross-sectional, descriptive study was to examine the emotional labor behaviors of nurses and their opinions on emotional labor. Two hundred nineteen nurses working at public hospitals in Ankara between September and December 2018 participated to this study. Data were collected using the sociodemographic characteristics form and "The Scale of Emotional Labor Behavior for Nurses." Nurses had higher scores on the deep and sincere emotional acting subdimensions of the emotional labor scale than the surface acting subdimension. Findings suggest that nurses act deeply and intimately, instead of surface acting. Most of the nurses expressed that nurses were emotionally affected when caring for patients; however, nurses had to control their feelings toward patients and behave professionally to meet the expectations of their managers, which may lead to an implicit emotional dissonance. Based on the results of this study, we suggest to support nurses emotionally and to incorporate the topic of emotional labor into educational programs.

The Potential Relationship Between a Cognitive Dissonance State and Musculoskeletal Injury: A Systematic Review.

OBJECTIVE: The objective of this systematic review was to investigate the potential link between cognitive dissonance or its related constructs (emotional dissonance, emotional labor) and musculoskeletal disorders. BACKGROUND: The etiology of musculoskeletal disorders is complex, as pain arises from complex interactions among physical, social, and psychological stressors. It is possible that the psychological factor of cognitive dissonance may contribute to the etiology and/or maintenance of musculoskeletal disorders. METHOD: MEDLINE, APA PsycInfo, and CINAHL Plus databases were searched for studies investigating cognitive dissonance or its related constructs as exposure(s) of interest and outcomes related to physical health (including, but not limited to, musculoskeletal pain). Risk of bias was assessed using the Appraisal tool for Cross-Sectional Studies (AXIS) tool. RESULTS: The literature search yielded 7 studies eligible for inclusion. None of the included studies investigated cognitive dissonance directly but instead investigated dissonance-related constructs of emotional dissonance and emotional labor, in which a mismatch between required and felt emotions might elicit a psychological response consistent with the cognitive dissonance state. Moderate effect sizes between dissonance-related constructs and musculoskeletal disorders were noted (OR 1.25-2.22). CONCLUSION: There is likely a relationship between the two factors studied. However, as the included studies were cross-sectional in nature, a causal relationship between cognitive dissonance-related constructs and musculoskeletal disorders cannot be inferred. Therefore, future study proposing and validating a causal pathway between these variables is warranted. APPLICATION: Cognitive dissonance and its related constructs may serve as risk factors for musculoskeletal disorders that have not been considered previously.

To help others or not: A moderated mediation model of emotional dissonance.

This article proposes a moderated mediation model of emotional dissonance. In the model, emotional leadership negatively affects emotional dissonance, which, in turn, negatively affects helping behavior. Furthermore, the negative effect of emotional dissonance is assumed to be moderated by work-family conflict. Direct effects from both emotional leadership and work-family conflict to helping other behavior are also considered. Previous studies have neglected the mechanism of emotional dissonance, but this paper fills the gap with a moderated mediation model of emotional dissonance. This article not only provides an incremental contribution to the emotional dissonance literature but also suggests means by which companies might enhance employe helping behaviors in order to achieve greater organizational efficiency.

Risk and protective factors of emotional exhaustion in teachers. A moderating mediation on emotional exhaustion / Los factores de riesgo y protectores del agotamiento emocional en el profesorado. Un modelo de mediación moderada del agotamiento emocional

Emotional exhaustion negatively influences teachers' professional development. The main aim of this study was to analyze how the perception of attention to diversity, emotional dissonance, and social support were related to emotional exhaustion. To carry out this study, 567 teachers (64.9% women, mean age = 44.80, SD = 0.48) answered a questionnaire. Emotional dissonance mediated the relationships that established with emotional exhaustion the perception of attention to diversity (a) derived from special educational needs and (b) derived from cultural diversity. These mediations were moderated by social support, by confirming the interaction effect between social support and (a) the perception of attention to cultural diversity and (b) emotional dissonance. Teachers' perceptions of having to attend to diversity and not being able to express the real emotions they feel to students are stressor factors that influence emotional exhaustion levels. Moreover, social support acts as a protective factor that diminishes the negative effects of perception of attention to diversity and emotional dissonance on emotional exhaustion. These results highlight the need to promote strong support networks in educational settings within the center's cloister, to stimulate a healthier educational environment that reverts to lower levels of emotional exhaustion among teachers.(AU)

El agotamiento emocional influye negativamente en el desarrollo profesional de los docentes. El objetivo principal de este estudio fue analizar cómo se relacionaban con el agotamiento emocional la percepción de atención a la diversidad, la disonancia emocional y el apoyo social. Para llevar a cabo el estudio, 567 docentes (64.9% mujeres; edad media = 44.80, DT = 0.48) respondieron a un cuestionario. La disonancia emocional medió las relaciones establecidas entre la percepción de la atención a la diversidad derivada (a) de las necesidades educativas especiales y (b) de la diversidad cultural y el agotamiento emocional. Esta mediación fue moderada por el apoyo social, al confirmarse el efecto de interacción entre el apoyo social y (a) la apreciación de atención a la diversidad cultural y (b) la disonancia emocional. La apreciación de los docentes de que tenían que atender a la diversidad y de que no podían expresar al alumnado sus emociones reales constituye un factor estresante que influye en el grado de agotamiento emocional. Además, el apoyo social actúa como factor protector que disminuye el efecto negativo que ejercen la percepción de la atención a la diversidad y la disonancia emocional en el agotamiento emocional. Los resultados ponen de manifiesto la necesidad de promover fuertes redes de apoyo en los escenarios educativos en el claustro del centro para favorecer un ambiente educativo más saludable que revierta en un menor agotamiento emocional en los docentes.(AU)

How Do Service Employees Manage Violence? The Impact of Community Violence on Women's Emotional Demand in the Public Sector of Ethiopia.

The experiences of violence against women employees can lead to long-term psychosocial problems in institutions, thereby preventing them from becoming productive citizens. Although many studies have focused on the effects of violence on women's job performance, there exist few works on the effects of community violence on women's emotional demand in the workplace. To address this gap, this research examines the impact of community violence on emotional labor and emotional dissonance in the public sector. This study involved 67 participants (20 semi-structured interviews, 32 participants in four focus group discussions, and 15 key informants), derived using a purposive sampling technique. Data were analyzed using thematic analysis to explore participants' explanations about the exposure and expression of community violence on women's emotional demands. Explanations were presented in terms of exposure (the state of being exposed to community violence) and expression (the reaction of victims to exposure in the workplace). The findings showed that the exposure of community violence on emotional labor can be expressed into three classifications: Gum up, Bottle up, and Defeatists (GBD). Furthermore, the study found out that women employees tend to conceal their felt emotions mainly due to the fear of reprisal, chiding rebuttal, and lack of support. The findings of the current study have policy implications. They can inform the micro-, meso-, and macro-level intervention efforts in mitigating the impacts of community violence on women's emotional demand at work.

Burnout among staff on specialized eating disorder units in Norway.

OBJECTIVE: Burnout is commonly associated with low workplace wellbeing. Patients with eating disorders are frequently referred to as a particularly challenging group to treat. It is therefore important to study healthcare providers´ workplace wellbeing in settings which treat eating disorders. The aims of the current study were to (a) measure burnout among healthcare providers working on specialized eating disorder units in Norway, and (b) explore factors predicting burnout. METHODS: 186 participants from 11 specialized eating disorder units in Norway completed an online survey including the Mashlach Burnout Inventory, and eating disorder-specific factors related to burnout, job satisfaction, work environment, emotional dissonance and stress. Multiple regression analysis was used to identify predictors of burnout. RESULTS: Overall, low levels of burnout were found among the participants. Eating disorder-specific factors and emotional dissonance predicted the three central aspects of burnout, namely, emotional exhaustion, depersonalization, and a diminished sense of personal accomplishment. CONCLUSIONS: Findings suggest a relatively low level of burnout across age, gender, and professional categories working at specialized eating disorder units, contrary to commonly-held assumptions pertaining to the challenges involved in treating individuals with eating disorders.

Healthcare providers' wellbeing at work is important for their health and their satisfaction and performance at work well as quality of patient care. Patients with eating disorders are frequently referred to as a particularly challenging group to treat, and may therefore affect healthcare providers' working with this patient group sense of wellbeing. The current study thus aimed to measure levels of burnout and its relationship with associated aspects, e.g. work environment, job satisfaction, emotional dissonance and eating disorder specific factors among healthcare providers working specifically with this patient group. The outcome of the study showed relatively low levels of burnout among participating healthcare providers. Factors associated with eating disorders strongly predicted burnout.

Type D personality individuals: exploring the protective role of intrinsic job motivation in burnout / Trabajadores con personalidad tipo D: la exploración del rol protector de la motivación laboral intrínseca en el burnout

Three studies (Study 1, with 354 teaching and administrative staff at the University of Córdoba, Study 2 with 567 teachers, Study 3, longitudinal, with 111 teachers) analyzed the role adopted by self-regulatory variables in the relationship between type D personality (TDP) and burnout. Moderated mediation analyses in the three studies confirmed: (1) the mediating role of emotional dissonance in the relationships between TDP and burnout; (2) the mediating role of self-efficacy in the TDP-burnout link; and (3) the moderating role of intrinsic job motivation in confirmed mediations. The results highlighted that (1) high levels of emotional dissonance may act as a risk factor that is increased with high levels of TDP and (2) self-efficacy to cope with stress and intrinsic motivation act as protective factors, highlighting the protective role of intrinsic motivation because it buffers the negative effects of TDP on workers' burnout (AU)

En tres estudios diferentes (estudio 1 con 354 participantes, personal docente y administrativo de la Universidad de Córdoba, estudio 2 con 567 docentes y estudio 3, de carácter longitudinal, con 111 docentes) se analiza el papel que adoptan las variables autorreguladoras en la relación establecida entre la personalidad tipo D (PTD) y el burnout. Los análisis de mediación moderada confirmaron en los tres estudios: (1) el papel mediador de la disonancia emocional en las relación que establece la PTD con el burnout, (2) el papel mediador de la autoeficacia en la asociación PTD-burnout y (3) el papel moderador de la motivación laboral intrínseca en las mediaciones confirmadas. De los resultados se destaca que (1) un nivel elevado de disonancia emocional puede actuar como un factor de riesgo que aumenta con un nivel elevado de PTD y (2) la autoeficacia en el afrontamiento de situaciones de estrés y la motivación intrínseca actúan como factores protectores, destacando el rol protector de la motivación intrínseca, que amortigua los efectos negativos que ejerce el PTD en el burnout de los trabajadores (AU)

The Effect of Emotional Dissonance and Mental Load on Need for Recovery and Work Engagement among Italian Fixed-Term Researchers.

Although many studies have been conducted to evaluate the risk and protective factors on psychological health among academic staff, little attention has been paid to fixed-term researchers, the weakest figures in the academic context. By using the Job Demands-Resources model as theoretical framework, we investigated: (1) the role of some job demands (workload, mental load, and emotional dissonance) in predicting the need for recovery; (2) the role of some job resources (independence, career opportunities, and work-life balance) in predicting work engagement; and (3) the moderating role of the contract type (more or less precarious). We focused in particular on emotional dissonance (the discrepancy between emotions that need to be displayed and what is really felt), assuming its unique role in predicting fatigue. Results of structural equation modeling analysis generally supported our hypotheses and highlighted a so far undiscovered path between mental load and work engagement. Specifically, mental load leads to fatigue only indirectly through workload and emotional dissonance, while significantly predicting the absorption and the dedication of fixed-term Italian researchers. The latter relationship was also moderated by the contract type, so that mental load predicts dedication especially among researchers in the most precarious condition.

Emotional Dissonance in the Spanish Services Sector: The Role of Support in the Workplace.

The purpose of this study was twofold. The first aim was to analyze the detrimental effect that emotional dissonance may have on service workers by testing its relationship with job satisfaction, intention to leave the organization, and organizational deviance. The second was to test whether two types of social support (i.e., co-worker and organizational support) and their combination moderate these relationships from a multilevel perspective. The sample was composed of 556 employees from Spanish service sector. Using random coefficient models analyses, results showed, first, that emotional dissonance was related to lower levels of job satisfaction (PE = -.1, p < .05) and higher levels of intention to leave the organization (PE = .12, p < .05); second, that co-worker support moderate the relationship between emotional dissonance and job satisfaction (PE = .10, p < .05), organizational deviance (PE = -.08, p < .05), and intention to leave the organization (PE = -.13, p < .05); third, organizational support, conceptualized as a collective construct at organizational level, moderate the relationship between emotional dissonance and organizational deviance (PE = -.08, p < .05); and finally, the combination of both types of support do not explained additional variance of the emotional dissonance-outcomes relation. These results underline the need to take into consideration different source of social support and their levels of analysis to better understand emotional dissonance and its outcomes.

The Influence of Mistreatment by Patients on Job Satisfaction and Turnover Intention among Chinese Nurses: A Three-Wave Survey.

The affective event of mistreatment in the workplace has been recognized as an important factor influencing employee affect and behavior. However, few studies have logically explained and empirically clarified the link between mistreatment by patients and nurses' job satisfaction and turnover intention. The current study aimed to explore the effects of mistreatment by patients on nurses' job satisfaction and turnover intention through work meaningfulness and emotional dissonance, as well as the moderating role of hostile attribution bias. Using three-wave survey data collect from 657 nurses who worked in three hospitals in China, we found that mistreatment by patients had a negative effect on nurses' job satisfaction through work meaningfulness, mistreatment by patients had a positive effect on nurses' turnover intention through emotional dissonance. Furthermore, nurses' hostile attribution bias acted as an effective moderator on the relationship. These findings help uncover the mechanisms and conditions in which mistreatment by patients influences nurses' job satisfaction and turnover intention.

Emotional Labour and Work-Family Conflict in Voice-to-Voice and Face-to-Face Customer Relations: A Multi-Group Study in Service Workers.

Professions that involve interaction with customers entail great emotional effort: workers are required to show emotions different from their true feeling and they experienced emotional dissonance and verbal aggression from customers. These job demands can generate discomfort and the effects of emotional labour can "expand" in other life domains. The study investigated the relationship among emotional dissonance, customer verbal aggression, affective discomfort at work and work-family conflict, considering differences between two groups of service workers: call centre agents (CA; N = 507, voice-to-voice relation with customers) and supermarket cashiers (SC; N = 444, face-to-face relation with customers). Results showed that emotional dissonance and customer verbal aggression had a positive relationship with work-family conflict, the mediational role of affective discomfort emerged in both groups; different effects of job demands in subsamples appeared. Suggestions for organisations and work processes emerged in order to identify practical implications useful to support employees in coping with emotional labour and to promote well-being and work-family balance.

Emotional dissonance and exhaustion among healthcare professionals: the role of the perceived quality of care.

OBJECTIVES: The aim of this exploratory study was to analyze the association between emotional dissonance and emotional exhaustion among healthcare professionals, and the mediating role of the perceived quality of care in this relationship. MATERIAL AND METHODS: Self-report questionnaires were administered to 724 healthcare workers. The measurement model was tested and the mediation hypothesis was verified through hierarchical multiple regression analyses. Bootstrapping was used to construct confidence intervals to evaluate the mediation effects. RESULTS: Emotional dissonance was significantly related to emotional exhaustion, and the perceived quality of care was negatively related to emotional exhaustion. The perceived quality of care had a partial mediating effect on the relationship between emotional dissonance and emotional exhaustion. Emotional dissonance had a significant effect on emotional exhaustion, and the perceived quality of care was a mediating factor in this relationship among healthcare professionals. CONCLUSIONS: The management of the perceived quality of care may be helpful in the prevention of burnout and distress in the workplace. Int J Occup Med Environ Health. 2019;32(6):841-51.

"Woulda, Coulda, Shoulda". Workers' Proactivity in the Association between Emotional Demands and Mental Health.

The present study aimed to explore the mediating role of hostile customer relations in the association between emotional dissonance and workers' mental health. Moreover, the moderating role of proactive personality as a buffer against hostile customer relations was assessed. Emotional demands become crucial within professions that involve a direct relationship with clients and, if poorly managed, can negatively affect workers' health and performance. Accordingly, data were collected on a sample of n = 918 mass-retail employees working for one of the leading Italian supermarket companies. Most participants were women (62.7%) with a mean age = 40.38 (SD = 7.68). The results of a moderated mediation analysis revealed that emotional dissonance was related to more hostile customer relations that, in turn, were associated with higher rates of mental health symptoms. Proactive personality emerged as a protecting factor that prevented the onset of conflicts with clients, particularly among workers experiencing high levels of emotional dissonance. The identification of resources enabling management of emotional demands could suggest suitable adaptive strategies for customer-facing roles, thus preventing the occurrence of adverse mental health symptoms.

Do Emotional Laborers Help the Needy More or Less? The Mediating Role of Sympathy in the Effect of Emotional Dissonance on Prosocial Behavior.

Despite the growing body of research on emotional labor, little has been known about the social consequences of emotional labor. Drawing on emotional dissonance theory, the authors investigate the relationship between the felt emotional dissonance and prosocial behavior (e.g., donation to a charity). Findings from multiple studies suggest that higher emotional dissonance serially influences perceived lack of control, emotional exhaustion, lowered sympathy for others' feeling, and subsequently lower willingness to help others. When individuals are asked to recall their past experiences of emotional dissonance, they expressed lack of control and emotional exhaustion (Study 3), lower sympathy for others' feeling (Studies 1, 3), and subsequently become less willing to help others both in their intention (Studies 2A and 3) and with actual money (Study 2B). Further, this negative relationship is moderated by the display rules (i.e., surface acting vs. deep acting, Study 3). Managerial and public policy implications are discussed.

Job demands, emotional dissonance and elderly abuse: The moderating role of organizational resources.

The present study focuses on elderly abuse committed by caregivers in nursing homes. It aimed at a better understanding of neglect and abusive behaviors by considering the working context and the emotional dissonance of these professionals. To achieve this goal, direct effects of emotional dissonance, job demands (workload and emotional demands) and organizational resources (high-quality relationships with the colleagues and the supervisor) on neglect and abusive behaviors were analyzed. Moreover, the moderating role of organizational resources was explored. The study was conducted among 481 nurses and healthcare assistants from different French nursing homes. Overall, results contributed to the literature by pointing out the impact of emotional dissonance and caregivers' working context on neglect and abusive behaviors. Moreover, results highlighted the moderating effect of high-quality relationships with the colleagues and the supervisor and give rise to potential implications in preventing elderly abuse in nursing homes.