Being somebody else: Emotional labour and emotional dissonance in the context of the service experience at a heritage tourism site

Journal of Hospitality and Tourism Management

Volumn 14, Issue 2, 2007, Pages 157-169

  Van Dijk, Pieter A ^a   Kirk, Andrea ^a  

^a MONASH UNIVERSITY   (Australia)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 78649888718     PISSN: 14476770     EISSN: 18395260     Source Type: Journal    
DOI: 10.1375/jhtm.14.2.157     Document Type: Article

References (51)

1. Abraham, R. (1999). Negative affectivity: Moderator confound in emotional dissonance-outcome relationships? The Journal of Psychology, 133(1), 61-72.
2. Adelmann, P.K. (1995). Emotional labor as a potential source of job stress. In S.L. Sauter & L.R. Murphy (Eds.), Organizational risk factors for job stress (pp. 371-381). Washington: American Psychological Association.
3. Anderson, B.A., Provis, C., & Chappel, S.J. (2002, February). Coping strategies in the performance of emotional labour. Paper presented at the Council for Australian University Tourism and Hospitality Education (CAUTHE), Promaco, Freemantle, Australia.
4. Anderson, B.A., Provis, C., & Chappel, S.J. (2003). The selection and training of workers in the tourism and hospitality industries for the performance of emotional labour. Journal of Hospitality and Tourism Management, 10(1), 1-12.
5. Arnould, E.J., & Price, L.L. (1983). River magic: Extraordinary experience and the extended service encounter. Journal of Consumer Research, 20, 24-45.
6. Aronson, E. (1992). The return of the oppressed: Dissonance theory makes a comeback. Psychological Inquiry, 3(4), 303-311.
7. Ashforth, B.E., & Humphrey, R.H. (1993). Emotional labor in service roles: the influence of identity. Academy of Management Review, 18(1), 88-115.
8. Beardsworth, A., & Bryman, A. (2001). The wild animal in late modernity: The case of the Disneyization of zoos. Tourist Studies, 1(1), 83-104.
9. Bettencourt, L.A., Gwinner, K.P., & Meuter, M.L. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of Applied Psychology, 86(1), 29-41. (Pubitemid 33404726)
10. Bono, J.E., & Vey, M.A. (2005). Toward understanding emotional management at work: A quantitative review of emotional labor research. In C.E. Härtel & W.J. Zerbe (Eds.), Emotions in organizational behavior (pp. 213-233). Mahwah, NJ: Lawrence Erlbaum Associates.
11. Brief, A.P., & Weiss, H.M. (2002). Organizational behaviour: Affect in the workplace. Annual Review of Psychology, 53, 279-307.
12. Brotheridge, C.M., & Lee, R.T. (1998, August). On the dimensionality of emotional labor: Development and validation of an emotional labor scale. Paper presented at the first conference on Emotions in Organizational Life, San Diego, CA.
13. Bryman, A. (1999). The Disneyization of society. The Sociological Review, 47(1), 25-47.
14. Copranzano, R., Weiss, H.M., & Elias, S.M. (2004). The impact of display rules and emotional labor on psychological well-being at work. In P.L. Perrewe' & D.C. Ganster (Eds.), Emotional and Physiological Processes and Positive Intervention Strategies (Vol. 3, pp. 45-89). Oxford: Elsevier.
15. Diefendorff, J.M., Croyle, M.H., & Gosserand, R.H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339-357.
16. Edensor, T. (2001). Performing tourism, staging tourism: Producing tourist space and practice. Tourist Studies, 1(1), 59-81.
17. Festinger, L.A. (1957). Theory of cognitive dissonance. Stanford: Stanford University Press.
18. Franklin, A., & Crang, M.A. (2001). The trouble with tourism and travel theory? Tourist Studies, 1(1), 5-22.
19. Glomb, T.M., & Tews, M.J. (2004). Emotional labor: A conceptualization and scale development. Journal of Vocational Behavior, 64(1), 1-23. (Pubitemid 38074324)
20. Goulding, C. (2000). The commodification of the past, postmodern pastiche, and the search for authentic experiences at contemporary heritage attractions. European Journal of Marketing, 34(7), 835-853.
21. Grandey, A.A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95-110.
22. Harmon-Jones, E. (1999). Toward an understanding of the motivation underlying dissonance effects: Is the production of aversive consequences necessary? In E. Harmon-Jones & J. Mills (Eds.), ognitive dissonance: Progress on a pivotal theory in social psychology science conference series (pp. 71-99). Washington, DC: American Psychological Association.
23. Harmon-Jones, E., & Mills, J. (1999). An introduction to cognitive dissonance theory and an overview of current perspectives on the theory. In E. Harmon-Jones & J. Mills (Eds.), Cognitive dissonance: Progress on a pivotal theory in social psychology. Washington, DC.: American Psychological Association.
24. Härtel, C.E.J., Hsu, A., & Boyle, M.V. (2000, August). Buffers and aggravators in the emotional labor, emotional dissonance and emotion exhaustion sequence in service work. Paper presented at the Academy of Management Meeting, Toronto, Canada.
25. Härtel, C.E.J., Hsu, A., & Boyle, M.V. (2002). A conceptual examination of the causal sequences of emotion labor, emotional dissonance and emotional exhaustion: The argument for the role of contextual and provider characteristics. In N.M. Ashkanasy, C.E.J. Härtel & W.J. Zerbe (Eds.), Managing emotions in the workplace. Arkmonk, NY: M.E. Sharp.
26. Hochschild, A. (1983). The managed heart: Commercialization of feeling. Berkeley, CA: University of California Press.
27. Huberman, A.M., & Miles, M.B. (1998). Data management and analysis method. In N.K. Denzin & Y.S. Lincoln (Eds.), Collecting and interpreting qualitative materials (pp. 179-210). London: Sage.
28. James, N. (1989). Emotional labour: Skill and work in the social regulation of feelings. Sociological Review, 37, 15-42.
29. Kruml, S.M., & Geddes, D. (2000). Exploring the dimensions of emotional labor: The heart of Hochschild's work. Management Communication Quarterly, 14(1), 8-49.
30. Lashley, C., Morrison, A., & Randall, S. (2005). More than a service encounter? Insights into the emotions of hospitality through special meal occasions. Journal of Hospitality and Tourism Management, 12(1), 80-92.
31. Leidner, R. (1999). Emotional labor in service work. The Annals of the American Academy of Political and Social Science, 561(1), 81-95.
32. Mattila, A.S., & Enz, C.A. (2002). The role of emotions in service encounters. Journal of Service Research, 4(4), 268-277.
33. Mishler, E.G. (1990). Validation in inquiry-guided research: The role of exemplars in narrative studies. Harvard Educational Review, 60, 415-441.
34. Morris, J.A., & Feldman, D.C. (1996a). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21(4), 986-1010. (Pubitemid 126143945)
35. Morris, J.A., & Feldman, D.C. (1996b). The impact of emotional dissonance on psychological wellbeing: The importance of role internalisation as a mediating variable. Management Research News, 19(8), 19-28.
36. Morris, J.A., & Feldman, D.C. (1997). Managing emotions in the workplace. Journal of Managerial Issues, 9(3), 257-274. (Pubitemid 127141151)
37. Olsen, K.H. (2002). Authenticity as a concept in tourism research: The social organization of the experience of authenticity. Tourist Studies, 2(2), 159-182.
38. Price, L.L., Arnould, E.J., & Deibler, S.L. (1994). Consumers' emotional responses to service encounters: The influence of the service provider. International Journal of Service Industry Management, 6(3), 34-63. (Pubitemid 39026067)
39. Rafaeli, A., & Sutton, R.I. (1987). Expression of emotion as part of the work role. Academy of Management Review, 12(1), 23-37.
40. Reichers, A.E., & Schneider, B. (1990). Climate and culture: An evolution of constructs. In B. Scneider (Ed.), Organizational Climate and Culture (pp. 5-39). San Francisco: Jossey-Bass.
41. Saxton, M.J., Phillips, J.S., & Blakeney, R.N. (1991). Antecedents and consequences of emotional exhaustion in the airline reservations service sector. Human Relations, 44(6), 583.
42. Schaubroeck, J., & Jones, J.R. (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior, 21(2), 163-183.
43. Sharpe, E.K. (2005). 'Going above and beyond': The emotional labor of adventure guides. Journal of Leisure Research, 37(1), 29-50.
44. Totterdell, P., & Holman, D. (2003). Emotion regulation in customer service roles: Testing a model of emotional labor. Journal of Occupational Health Psychology, 8(1), 55-73. (Pubitemid 37345467)
45. Tracy, S.J. (2000). Becoming a character for commerce. Management Communication Quarterly, 14(1), 90-128.
46. Wharton, A.S. (1993). The affective consequences of service work: Managing emotions on the job. Work and Occupations, 20(2), 205-223.
47. Wharton, A.S., & Erickson, R.J. (1993). Managing emotions on the job and at home: Understanding the consequences of multiple emotional roles. Academy of Management Review, 18(3), 457-486.
48. Wharton, A.S., & Erickson, R.J. (1995). The consequences of caring: exploring the links between women's work and family emotion work. The Sociological Quarterly, 36(2), 273-296.
49. Wichroski, M.A. (1994). The secretary: Invisible labor in the workworld of women. Human Organization, 53, 33-41.
50. Williams, P., & Aaker, J.L. (2002). Can mixed emotions peacefully coexist? Journal of Consumer Research, 28(4), 636-649. (Pubitemid 37195132)
51. Yin, R.K. (1989). Case study research, design and methods. Thousand Oaks, CA: Sage.