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The purpose of this paper is to explore the mediating role of emotional dissonance in the customer aggression‐job‐induced tension relationship and the role of job autonomy in buffering against the negative consequences of emotional dissonance.

In total, three samples of service workers were recruited from Northern Israel between the years 2007 and 2008 and data were collected with self‐reported questionnaires. Research hypotheses were tested with hierarchical regression analyses.

The present results show that emotional dissonance is significantly associated with a decreased sense of well‐being, even after controlling for negative disposition. The results also confirm that customer aggression relates to job‐induced tension through its influence on emotional dissonance, and that emotional dissonance is less likely to increase job‐induced tension and emotional exhaustion when the level of job autonomy is high.

The findings suggest that when intense emotional labor is required, helping service providers feel that they have control in their jobs may contribute to a better coping with its aversive effects.

Although it has been established that emotional dissonance plays a crucial role in explaining tension and psychological health‐related problems among service workers, an understanding of the factors at work that may protect employees from its negative consequences, is limited. This paper sheds light on the role of autonomy as a resource for service workers and especially for those whose jobs habitually require interactions with verbally abusive customers.

The purpose of this study is to study gender differences in the relationship between McClelland's needs, stress, and turnover intentions with work‐family conflict.

Survey data were collected from 383 individuals representing 15 different industries. Multiple regression analysis was used to test the hypotheses.

Results suggest that McClelland's needs act as an antecedent of work‐family conflict, and that they have a differential impact on work‐family conflict for women and men.

The subjects were college graduates, hence it was a self‐selected sample, and the results may not generalise to other populations.

Women are more affected by family obligations than men and this may impact the performance and turnover intentions of women in organisations.

This paper enhances understanding of work‐family conflict by specifically examining individual differences such as need for power, need for achievement and need for affiliation and evaluating their impact on turnover intention and job tension.

In the workplace, emotional dissonance is the conflict between emotions experienced by the employee and those required by the organization. Earlier studies have established that emotional dissonance reduces job satisfaction and exacerbates emotional exhaustion. Emotional dissonance typically occurs during interactions between employees and customers in service industries. As Western economies are dominated by service industries, emotional dissonance may result in rising numbers of dissatisfied and burned out employees. This study examined the process by which emotional dissonance operates, and the impact of self‐esteem on emotional dissonance. Emotional dissonance was found to induce job tension leading, in turn, to emotional exhaustion. Employees with innately low self‐esteem were more likely to experience emotional dissonance and suffer from emotional exhaustion. Other employees found that emotional dissonance reduced their self‐esteem leaving them dissatisfied.

They say Eve tempted Adam with an apple. But man I ain’t going for that. Pink Cadillac – Bruce SpringsteenAll through history, individuals have spent considerable effort attempting to influence the behaviors and beliefs of others. As a principal issue in psychology (Forgas & Williams, 2001), social influence processes have been the subject of inquiry for a considerable length of time (Sherif, 1936) while Peterson (2001) argued that the manner in which individuals manipulate others represents the very core of social psychology. Extensive reviews of the social influence literature (e.g. Cialdini & Trost, 1998; Forgas & Williams, 2001) elucidate its powerful role in virtually all work and non-work domains.

Telephone service representatives in a communications company took part in a study investigating perceived job control and work strain. The representatives worked in a controlled environment, where tasks were automated by a sophisticated information system. Although most of the relevant research has occurred in the goods‐producing sector, it was hypothesized that job control impacted workers in a service setting as well. Results support the hypothesis. Higher levels of perceived job control were associated with lower levels of work strain. These findings have implications for management practices and job design in service centers.

The purpose of this article is to provide an overview for those interested in the current state‐of‐the‐art in time management research.

This review includes 32 empirical studies on time management conducted between 1982 and 2004.

The review demonstrates that time management behaviours relate positively to perceived control of time, job satisfaction, and health, and negatively to stress. The relationship with work and academic performance is not clear. Time management training seems to enhance time management skills, but this does not automatically transfer to better performance.

The reviewed research displays several limitations. First, time management has been defined and operationalised in a variety of ways. Some instruments were not reliable or valid, which could account for unstable findings. Second, many of the studies were based on cross‐sectional surveys and used self‐reports only. Third, very little attention was given to job and organizational factors. There is a need for more rigorous research into the mechanisms of time management and the factors that contribute to its effectiveness. The ways in which stable time management behaviours can be established also deserves further investigation.

This review makes clear which effects may be expected of time management, which aspects may be most useful for which individuals, and which work characteristics would enhance or hinder positive effects. Its outcomes may help to develop more effective time management practices.

This review is the first to offer an overview of empirical research on time management. Both practice and scientific research may benefit from the description of previous attempts to measure and test the popular notions of time management.

Presents a model conceptualizing the role of emotional dissonance in organizational behavior. Emotional dissonance is a form of person‐role conflict originating from the conflict between expressed and experienced emotions. Viewed within a contingency framework, the effect of emotional dissonance on its direct consequences of job dissatisfaction and emotional exhaustion may vary in their intensity depending on the existence (or lack thereof) of moderators and mediators. The study presents nine propositions hypothesizing the impact of these variables to guide future empirical research. As moderators, high levels of self‐monitoring, social support and trait self‐esteem may reduce the deleterious impact of emotional dissonance on job satisfaction and emotional exhaustion. Alternatively, emotional dissonance may induce job tension and state negative affectivity, and reduce state self‐esteem, which in turn, lead to job dissatisfaction and emotional exhaustion. Theoretical and a few practical implications are discussed.

The purpose of this paper is to explore the relationship between stress due to mistreatment by patients and caregivers’ own well-being indicators (anxiety, depression, and behavioral stress indicators). Based on predictions consistent with the job demands-resources model, it is anticipated that satisfaction with job resources would moderate the relationship between mistreatment by patients and well-being indicators.

Hypotheses were tested with a sample of 182 employees in a leading training and research university hospital in Istanbul, Turkey. Results were partially replicated for a separate sample of 122 healthcare workers. Data were collected using the survey methodology.

The findings suggest that patient injustice is positively related to depression and behavioral stress indicators when satisfaction with job resources is high. Results illustrate that satisfaction with job resources has a sensitizing, rather than a buffering, role on the relation between mistreatment by patients, depression, and behavioral stress indicators, negatively affecting employees with higher levels of satisfaction with job resources.

Organizational justice researchers recently started recognizing that in addition to organizational insiders, organizational outsiders such as customers and patients may also be sources of fair and unfair treatment. Based on this stream of research, unfair treatment from outsiders is associated with retaliation and a variety of negative employee outcomes. The study extends the currently accumulated work by examining how mistreatment from care recipients relates to healthcare workers’ own health outcomes.

This study has a twofold goal. First, we examined perceptions of organizational politics as viewed by the academic staff in a public university. Second, we tested the potential mediating effect of perceptions of politics on the relationship between social capital and work outcomes. We surveyed 142 junior and senior faculty members of a large public Israeli university and tested several competing models. Major results, based on Structural Equations Model (SEM) analysis, indicate that the mediating model has several advantages over the direct effect model. In addition, a revised, mixed model provided additional advantages. The models are compared and discussed. Finally, implications of the findings and recommendations for future studies on internal politics and social capital in academia and beyond are suggested.

This study aims to investigate the crossover specificity of team‐level stressors to individual‐level work‐family conflict.

The paper takes the form of a multilevel analyses with data from 428 employees of a Dutch municipality working in 49 teams.

The results indicate the expected crossover specificity of different types of work‐family conflicts. After controlling for individual‐level demands there is little evidence that team‐level work demands influence work‐family conflict (WFC) or family‐work conflict (FWC), but team‐level WFC and FWC do influence individual‐level WFC and FWC, respectively.

The paper distinguishes two types of WFC, but it did not distinguish between strain‐ and time‐based conflicts. Further, it did not pay attention to individual differences (e.g., susceptibility to distress of team members), although such differences may be important moderators of the crossover process.

This study is one of the first that empirically linked team‐level stressors and WFC to individual‐level WFC and that tested crossover specificity. Findings indicated the associations of team‐level WFC and FWC and focal employees' WFC and FWC respectively, thereby underscoring the importance of crossover specificity.