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The Theoretical Underpinnings Of Emotional Dissonance: A Framework And Analysis Of Propositions, Brendan Phillips, Tsu Wee, Thomas Tan, Craig Julian
The Theoretical Underpinnings Of Emotional Dissonance: A Framework And Analysis Of Propositions, Brendan Phillips, Tsu Wee, Thomas Tan, Craig Julian
Research Collection Lee Kong Chian School Of Business
Purpose
The research objective of this paper is to study the broad context of emotional labor and dissonance and its importance to service marketing. This knowledge would provide a better understanding of the factors that contribute to job performance and job satisfaction amongst high contact service workers.
Design/methodology/approach
A literature review is used to define and set out the main conceptual framework and propositions for further research.
Findings
Three key hypotheses divided into six sub parts are set out to test the relationships between emotional dissonance and customer orientation, job satisfaction and performance.
Research limitations/implications
The study should be extended …