A Proposed Model for Antecedents and Consequences of Emotional Dissonance for Workers in the Health Sector: An Empirical Study in an Egyptian University Hospital

Abstract

This study presents a proposed model for the antecedents and consequences of emotional dissonance and the moderating roles of social support and job autonomy in buffering the negative consequences of emotional dissonance. The study was conducted on a sample of (353) nursing staff working in hospitals and medical centers in an Egyptian universities with a response rate of (64.3%). The study reveals many results; First, emotional job demands, empathy and customer aggression has a significant positive effects on emotional dissonance while organizational identification has significant negative effect on it. Second, the results indicate that emotional dissonance has a positive effect on both emotional exhaustion and turnover intentions. Third, The results also reveal that emotional dissonance partially or fully mediates the effects of its antecedents on both emotional exhaustion and turnover intentions. Finally, the study shows that moderating roles of social support and job autonomy have an impact on the relationship between emotional dissonance and emotional exhaustion.