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We review the literature on stress in organizational settings and, based on a model of job insecurity and emotional intelligence by Jordan, Ashkanasy and Härtel (2002), present a new model where affective responses associated with stress mediate the impact of workplace stressors on individual and organizational performance outcomes. Consistent with Jordan et al., emotional intelligence is a key moderating variable. In our model, however, the components of emotional intelligence are incorporated into the process of stress appraisal and coping. The chapter concludes with a discussion of the implications of these theoretical developments for understanding emotional and behavioral responses to workplace.

The concept of emotional labor refers to the management of emotions in interaction with customers. This study aims to suggest an integrative definition of emotional labor. It develops a conceptual framework that helps organize and synthesize key insights from the literature, in an interactional and multi-level perspective.

This integrated framework consists in a mapping of key research themes resulting from a systematic literature review, which includes research in sales and marketing. As critical affective processes in sales have not been studied sufficiently, both in business-to-business and business-to-customer selling, this review also incorporates works in other research fields.

Sales representatives’ emotional labor must be considered as a bi-directional interaction with the customer in a multi-level perspective. Moreover, emotional labor has rather negative consequences for the salesperson (e.g. burnout and job stress), but may have positive sales and customer outcomes. Findings suggest that the expression of genuine emotions should be used during sales interactions. In addition, organizations should prevent customers’ negative behaviors (e.g. mistreatment).

Emotional labor key practical implications with regard to several management functions such as the recruitment, performance management and training (Ashkanasy and Daus, 2002) of the sales representatives.

Research on emotional labor in a sales ecosystem is scarce. It has largely covered service industry employees in contact with customers, but has not paid enough attention to sales representatives (Mikeska et al., 2015). The proposed integrated framework concerning emotional labor focuses on the bi-directional interaction between the sales representatives and their customers.

Transformational learning outcomes of short-term faculty-led international service-learning experiences can by stymied by cultural shock and improperly facilitated programs. Moreover, dissonance in dimensions of the self in contrast to foreign traditions and social interactions can be especially salient in American student encounters in India. How students resolve and make meaning of their own emotional entropy is traced across two institutional programs, two courses (1 undergraduate and 1 graduate), and multiple India community partner sites. An evidence-based pedagogical model and strategies for preparation, praxis, and processing are offered in supporting student reflection of themselves as global beings and in development of global agency which is manifested as intrapersonal, interpersonal, intercultural, academic, and professional competencies.

Little research has been conducted which assesses the impact of the police self-identity on burnout. The purpose of this paper is to assess how identification with the police role, work centrality, policing values and perceived dissonance in values contributes to emotional exhaustion across the police career.

Conjunctive analysis of case configurations (CACC) is utilized to examine how various factors conjunctively interact to influence the probability of burnout among officers at various career stages. This method allows for the examination of more complex interactions than traditional statistical methods.

The findings suggest that the interaction between police values and professional identity is complex and neither completely supportive nor unsupportive of existing identity theories. Specifically, strong identification with the police role has both positive and negative effects over the course of the police career.

Understanding how the police professional identity changes over the course of the police career can help to inform more deliberate and targeted training to help officers avoid burnout and improve the quality of policing for both citizens and police.

The present research applies an emerging statistical method, CACC, to an important but understudied question – the impact of the police professional identity on burnout throughout the career. In doing so, the present research illustrates that the effects of the professional identity on burnout are both complex, with significant ramifications for the practice of policing.

In the early 1980s, the term “new leadership” was used to describe and categorize a number of new approaches to define leadership; one of the most important being transformational leadership. Transformational leadership is presented in the literature as different from transactional leadership. Whereas transactional leadership is defined as an exchange of rewards for compliance, transformational leadership is defined as transforming the values and priorities of followers and motivating them to perform beyond their expectations (Yukl, 1998). Transformational leadership enables followers to transcend their own self-interests for a collective higher purpose, mission, or vision and to exceed performance expectations. Transformational leaders communicate a compelling vision of the future, provide symbols, and make emotional appeals to increase awareness of mutual goals, encourage followers to question traditional ways of doing things; and treat followers differently but equitably on a one-to-one basis (Avolio et al., 1999). Previous research has shown that these transformational behaviors are related to leadership effectiveness (Lowe, Kroeck, & Sivasubramaniam, 1996).

In the service industry, there is an involvement of the human factor which comprises continuous interpersonal interactions. Sometimes, these interactions create incongruence between displayed and felt emotions which distract the employees from their authentic self and impair their well-being. This paper aims to made an attempt to review different studies to identify an association between authenticity at the workplace and employee well-being with reference to emotional work.

The different studies have been reviewed mentioning the association between authenticity at the workplace and employee well-being with reference to emotional work published during the period of 1983–2020. The database which is used to identify and extract the research papers includes APA PycNET, Business Perspectives, Elsevier, Emerald Insight, Inderscience Publishers, SAGE, Taylor and Francis, etc. The keywords used for shortlisting the studies include employee well-being, emotional work, emotional dissonance, job satisfaction, surface acting, authenticity, burnout, authentic living, self-alienation.

The study has determined that emotional work influences the authenticity of an employee which further impacts the well-being of employees.

The present review would aid the researchers in explaining the relevance of authenticity at the workplace for enhancing the employee well-being specifically in emotional work settings.

Promoting well-being at the workplace requires an action-oriented approach from the national level also. Hence, the present study may help in drawing inferences for framing well-being policies for employees at the national level.

The paper is amongst the few reviews which have analysed the substantial role of authenticity in the context of emotional work to improve employee well-being.

The objective of this study was to investigate and explore the emotion experiences of employees in a work context. A non-probability sample (N=52) was taken from the mining industry in the North West and Gauteng Provinces of South Africa. Data collection was done through a phenomenological method of semistructured in-depth interviews and observations. Content analysis was used to analyze and interpret the research data through open coding. The main goal was to determine the emotion experiences of employees, and the following three themes were extracted on the basis of three research questions: what are the particular emotions employees experience at work; what are the specific events or situations that lead to these emotions; and how do employees manage or control these emotion experiences. Some of the emotions experienced were anger, aggression and frustration, disappointment, and suspicion, skepticism and cynicism. The specific events were divided into three levels namely organizational, group, and individual level. Some of these events included organizational culture, lack of managerial support, supervisory relationships and ineffective communication, relationships at work, and role conflict. It was also found that employees make use of emotion work, emotional intelligence, and emotional distancing and detachment to regulate and manage emotion experiences.

The purpose of this paper is to examine the existence and profile consumer segments based on dissonance in Indian apparel fashion retail market.

This study is based on cognitive dissonance theory (CDT) and analyses data using cluster and discriminant analysis on a sample (n = 354) from India.

The findings revealed three dissonance segments among consumers based on the intensity of dissonance experienced. This study also validated the clusters and profiled each segment. In doing so, the three clusters exhibited unique differences with respect to purchase and socio-demographic characteristics. Moreover, high dissonance segments were found to inversely impact customer’s satisfaction, loyalty and overall perceived value and positively impact tendency to switch.

Understanding the existence of cognitive dissonance (CD) patterns among consumers is critical for fashion apparel retailers. This paper offers unique insights into the specialties of each dissonance segment that assists the marketers to frame appropriate strategies to target them.

This paper advances knowledge on consumer behavior by highlighting the significance of CD.

This purpose of this paper is to use the concepts of performance and emotional labour to shed new light on the skills workers use on two workflows in one call centre. In addition, the paper demonstrates how different workflows impact on workers everyday emotional experiences and wellbeing.

Using an auto-ethnographic approach to data collection the paper provides insights by focusing on both the self and others as objects of research. The underpinning theoretical inspiration is drawn from Labour Process Theory but considering the interactive nature of front-line call centre work, it adopts Goffman's (1959) dramaturgical concepts and draws on micro-sociological analyses of the labour process, particularly Hochschild (1983).

The case study illustrates how workers use social skills, through the performance of emotional labour, to different extents on contrasting workflows. The concept of performance is also used to demonstrate how management rely on worker's social skills to deliver fast and quality customer service. Contrary to other research, this study finds that the greater time front-line workers spend on calls and the wider scope they have for exercising discretion does not necessarily mean they experience greater levels of satisfaction and emotional wellbeing. Rather, the workflow with the tightest scripting and shortest call cycles – which inhibit the need to perform emotional labour – offered the greatest protection from the emotional demands of the job.

This paper is the first to apply Goffman's theatrical metaphors and concepts of performativity to unpack the nature of front-line call centre workers’ skills.

Nursing comprises interactions with patients which may require emotional labor. This study clarifies the relation of emotional labor with the three burnout dimensions within the context of the Demand Control Support model in nurses. We used the Dutch Questionnaire on Emotional Labor (D-QEL) to measure surface acting, deep acting, suppression, and emotional consonance. In line with other studies, job characteristics were significantly related to emotional exhaustion and surface acting was significantly related to emotional exhaustion and depersonalization. Emotional consonance, the situation where somebody effortlessly feels the emotion that is required, is related to personal accomplishment.