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

Published online by Cambridge University Press:  20 July 2020

Beatriz Sora Open the ORCID record for Beatriz Sora [Opens in a new window]  and
María Vera Open the ORCID record for María Vera [Opens in a new window]
Beatriz Sora*
Affiliation:
Universitat Oberta de Catalunya (Spain)
María Vera
Affiliation:
Universidad Pablo de Olavide (Spain)
*
Correspondence concerning this article should be addressed to Dra. Beatriz Sora. Universitat Oberta de Catalunya. Facultat de Psicologia. Rambla Poblenou, 156. 08018 Barcelona (Spain). E-mail: bsora@uoc.edu.
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Abstract

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.

Keywords

emotional dissonanceorganizational deviancesupport
Type
Research Article
Information
The Spanish Journal of Psychology , Volume 23 , 2020 , e28
Copyright
© Universidad Complutense de Madrid and Colegio Oficial de Psicólogos de Madrid 2020

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Footnotes

Conflicts of Interest: None

This research received no specific grant from any funding agency, commercial or not-for-profit sectors

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