Two studies including 108 nurses and 101 police officers tested the proposition that emotionally demanding interactions with recipients may result in emotional dissonance, which, in turn, may lead to job burnout and impaired performance. More specifically, on the basis of the literature on burnout and emotional dissonance, the authors hypothesized that emotional job demands would explain variance in burnout (i.e., exhaustion and cynicism/disengagement) through their influence on emotional dissonance. In addition, the authors predicted that emotional dissonance would be (negatively) related to in-role performance through its relationship with burnout. The findings of a series of structural equation modeling analyses supported both hypotheses. The implications for research and practice are discussed, as well as avenues for additional research. (PsycINFO Database Record (c) 2006 APA, all rights reserved).

Burnout, Emotional demands, Emotional dissonance, In-role performance, Job stress, Nurses, Police
dx.doi.org/10.1037/1072-5245.13.4.423, hdl.handle.net/1765/63337
International Journal of Stress Management
Department of Psychology

Bakker, A.B, & Heuven, E. (2006). Emotional dissonance, burnout, and in-role performance among nurses and police officers. International Journal of Stress Management, 13(4), 423–440. doi:10.1037/1072-5245.13.4.423