Emotional dissonance in the spanish services sectorThe role of support in the workplace

  1. Beatriz Sora 1
  2. María Vera 2
  1. 1 Universitat Oberta de Catalunya

    Universitat Oberta de Catalunya

    Barcelona, España

    ROR https://ror.org/01f5wp925

  2. 2 Universidad Pablo de Olavide

    Universidad Pablo de Olavide

    Sevilla, España

    ROR https://ror.org/02z749649

The Spanish Journal of Psychology

ISSN: 1138-7416

Year of publication: 2020

Issue: 23

Pages: 1-14

Type: Article

DOI: 10.1017/SJP.2020.29 DIALNET GOOGLE SCHOLAR lock_openOpen access editor

More publications in: The Spanish Journal of Psychology


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.

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