The theoretical underpinnings of emotional dissonance: A framework and analysis of propositions

Journal of Services Marketing

Volumn 20, Issue 7, 2006, Pages 471-478

  Phillips, Brendan ^a   Tan, Thomas Tan Wee ^b   Julian, Craig ^c  

^a UNIVERSITY OF NOTRE DAME   (Australia)

^b SINGAPORE MANAGEMENT UNIVERSITY   (Singapore)

^c UNIVERSITY OF ADELAIDE   (Australia)

Author keywords

Customer orientation; Emotional dissonance; Job satisfaction; Performance management

Indexed keywords

EID: 33750345910     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040610704900     Document Type: Article

References (35)

1. Ashforth, B.E. and Humphrey, R.H. (1993), "Emotional labor in service roles: The influence of identity", Academy of Management Review, Vol. 18 No. 1, pp. 88-115.
2. Ashforth, B.E. and Mael, F. (1989), "Social identity theory and the organisation", Academy of Management Review, Vol. 14 No. 1, pp. 20-39.
3. Bowen, D.E. and Johnston, R. (1999), "Internal service recovery: developing a new construct", International Journal of Service Industry Management, Vol. 10 No. 2.
4. Brown, T.J., Mowen, J.C., Dovan, T.D. and Licata, J.W. (2002), "The customer orientation of service workers: Personality trait effects on self and supervisor performance ratings", Journal of Marketing Research, Vol. 39, February, pp. 110-9.
5. Caruso, T.E. (1992), "Kotler: Future marketers will focus on customer database to compete globally", Marketing News, Vol. 26 No. 12, p. 21.
6. Dewettinck, K. and Buyens, D. (2003), "Role stress among front-line employees", in Looy, B.V., Gemmel, P. and Dierdonck, R.V. (Eds), Services Management: An Integrated Approach, 2nd ed., Prentice Hall, Englewood Cliffs, NJ.
7. Erickson, R.J. and Ritter, C. (2001), "Emotional labour, burnout, and inauthenticity: Does gender matter?", Social Psychology Quarterly, Vol. 64 No. 2, pp. 146-63.
8. Erickson, R.J. and Wharton, A.S. (1997), "Inauthenticity and depression: Assessing the consequences of interactive service work", Work and Occupations, Vol. 24 No. 2, pp. 188-213.
9. Goffman, E. (1959), The Presentation of Self in Everyday Life, Doubleday Anchor, New York, NY.
10. Gronroos, C. (2000), Service Management and Marketing: A Customer Relationship Management Approach, 2nd ed., Wiley, Chichester.
11. Grove, S.J. and Fisk, R.P. (1983), "The dramaturgy of services exchange: An analytical framework for services marketing", in Berry, L.L., Shostack, L. and Upah, G.D. (Eds), Emerging Perspectives in Services Marketing, American Marketing Association, Chicago, IL.
12. Hartline, M.D., Maxham, J.G. and McKee, D.O. (2000), "Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees", Journal of Marketing, Vol. 64, April, pp. 35-50.
13. Heskett, J.L., Sasser, E.W. and Schlesinger, L.A. (2003), The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees, Free Press, New York, NY.
14. Hochschild, A. (1983), The Managed Heart: Commercialization of Human Feeling, University of California Press, Berkeley, CA.
15. Hoffman, D.K. and Bateson, J.E.G. (2002), Essentials of Services Marketing: Concepts, Strategies and Cases, 2nd ed., Harcourt College Publishers, Orlando, FL.
16. Hoffman, D.K. and Ingram, T.N. (1991), "Creating customer-oriented employees: The case in home health care", Journal of Health Care Management, Vol. 11 No. 2, pp. 24-32.
17. Julian, C.C. and Ramaseshan, B. (1994), "The role of customer-contact personnel in the marketing of a retail bank's services", International Journal of Retail & Distribution Management, Vol. 22 No. 5, pp. 29-34.
18. Kelly, S.W. (1992), "Developing customer orientation among service employees", Journal of the Academy of Marketing Science, Vol. 20 No. 1, pp. 27-36.
19. Kennedy, K.N., Lassk, F.G. and Goolsby, J.R. (2002), "Customer mind-set of employees throughout the organisation", Journal of the Academy of Marketing Science, Vol. 30 No. 2, pp. 159-71.
20. Kotler, P. (1991), Marketing Management: Analysis, Planning, Implementation, and Control, 7th ed., Prentice-Hall, Englewood Cliffs, NJ.
21. Kruml, S.M. and Geddes, D. (2000), "Exploring the dimensions of emotional labor: The heart of hochschild's work", Management Communication Quarterly, Vol. 14 No. 1, pp. 8-49.
22. Leidner, R. (1999), "Emotional labor in service work", ANNALS, AAPSS, Vol. 561, January, pp. 81-95.
23. Licata, J.W., Mowen, J.C., Harris, E.G. and Brown, T.J. (2003), "On the trait antecedents and outcomes of service worker job resourcefulness: A hierarchical model approach", Journal of the Academy of Marketing Science, Vol. 31 No. 3, pp. 256-71.
24. Lovelock, C. (2001), Services Marketing: People, Technology, Strategy, 4th ed., Prentice-Hall, Englewood Cliffs, NJ.
25. Lu, M.H., Madu, C.N., Kuei, C.-H. and Winokur, D. (1994), "Integrating QFD, AHP and benchmarking in strategic marketing", Journal of Business and Industrial Marketing, Vol. 9 No. 1, pp. 41-50.
26. Mann, S. (1999), Hiding What We Feel, Faking What We Don't: Understanding the Role of Your Emotions at Work, Element Books, Melbourne.
27. Morris, A.J. and Feldman, D.C. (1997), "Managing Emotions in the Workplace", Journal of Managerial Issues, Vol. 9 No. 3, pp. 257-74.
28. Pugh, D.S. (2001), "Service with a smile: Emotional contagion in the service encounter", Academy of Management Journal, Vol. 44 No. 5, pp. 1018-27.
29. Rafaeli, A. and Sutton, R.I. (1987), "Expression of emotion as part of the work role", Academy of Management Review, Vol. 12 No. 1, pp. 23-37.
30. Schneider, B. (1994), "HRM - a service perspective: Towards a customer-focused HRM", International Journal of Service Industry Management, Vol. 5 No. 1, pp. 64-76.
31. Solomon, M.R., Surprenant, C., Czepiel, J.A. and Gutman, E.G. (1985), "A Role Theory Perspective on Dyadic Interactions: The Service Encounter", Journal of Marketing, Vol. 49, Winter, pp. 99-111.
32. Waterschoot, W.V. and Van Den Bulte, C. (1992), "The 4P classification of the marketing mix revisited", Journal of Marketing, Vol. 56, October, pp. 1-17.
33. Wharton, A. (1999), "The psychosocial consequences of emotional labor", ANNALS, AAPSS, Vol. 561, January, pp. 158-76.
34. Wharton, A.S. (1993), "The affective consequences of service work: managing emotions on the job", Work and Occupations, Vol. 20 No. 2, pp. 205-32.
35. Yanay, N. and Shahar, G. (1998), "Professional feelings as emotional labour", Journal of Contemporary Ethnography, Vol. 27 No. 3, pp. 346-73.