Abstract

CARRASCO, Hugo et al. Linking Emotional Dissonance and Service Climate to Well-Being at Work: A Cross-Level Analysis. Univ. Psychol. [online]. 2014, vol.13, n.3, pp.947-960. ISSN 1657-9267.  https://doi.org/10.11144/Javeriana.UPSY13-3.leds.

In this study, emotional dissonance and service climate are related to well-being at work through two independent corridors. To consider emotional dissonance and service climate, we designed a cross-level model where multilevel predictors (individual emotional dissonance and work-unit service climate) were related to individual levels of burnout and engagement. Using a sample of 512 employees working in 152 work-units, we confirmed the existence of a model where service climate is significantly related to burnout and engagement, beyond the role of emotional dissonance. The research concludes with a discussion of these results and future implications.

Keywords : Burnout; emotional dissonance; engagement; service climate.

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