Influencing customers' perception of service quality through service interaction is becoming imperative for organizations to sustain competitive advantage. As a result, the critical challenge before many organizations is to retain employees in service occupations and promote their well-being. This study examined the relationship of organizational identification and emotional dissonance with turnover intention and well-being among a sample of 468 medical representatives in the Indian pharmaceutical industry. Drawing from the conservation of resource theory, this study shows that apart from its direct effect, emotional dissonance has a mediating effect on the relationship of organizational identification with turnover intention and emotional well-being. Contributions of this study to the theory and practice of human resource management (HRM) are discussed. © 2010 Wiley Periodicals, Inc.

Sushanta Kumar Mishra

Organizational Behaviour and HRM

Bhatnagar D

Management of Technology and Innovation

Applied Psychology

Strategy and Management

Organizational Behavior and Human Resource Management

IIM Indore seeks to be a contextually-relevant business school with world-class academic standards that develops socially-conscious managers, leaders and entrepreneurs. IIM Indore is committed to: Excellence in management education, research, and training, Use of contemporary participant-centric pedagogies and teaching methods, A presence in emerging segments of management education.

IIM Indore

Human Resource Management

This chapter presents a brief summary of the key points raised by the various chapters included in this volume. In order to present a comprehensive picture of the topic, we invited experts in the field to contribute to this volume and provide their scholarly perspectives. The resulting discourse presents a rich tapestry of findings, thoughts, and perspectives on the subject of spirituality in the workplace. Further, given that this volume was housed in the Indian context, the debate, discussions, and competing perspectives take on an additional layer of complexity, given India’s rich history and continuing influence on world spirituality.

Spirituality in Management

Workplace Spirituality: An Agenda for Future Research

Spirituality has entered into the world of management today and is being recognized by scholars and practitioners alike. However, being a culturally sensitive construct, spirituality has had multiple interpretations. The sociocultural and religious prism of every society colours the concept into its realities. This study tries to construct spirituality as perceived by working professionals of India. India being home to many spiritual and religious traditions has its own socially construed and individually moulded conceptions of spirituality. Through in-depth interviews of 23 working professionals, this chapter brings forth the “terminal state and instrumental processes framework” for defining spirituality. This chapter also establishes a close link between religiosity and spirituality, which is in contrast with those who propose them to be very distinct concepts.

Constructing Workplace Spirituality in an Indian Context: A Study on Working Professionals

PurposeThe present study is based on two samples from two occupational groups (one among medical representatives in pharmaceutical industry and other among frontline employees in hospitality industry). The study found support for the moderation effect of perceived organizational support (POS) on the emotional dissonance-emotional exhaustion as well as the emotional exhaustion-turnover intention relationships. In addition, the purpose of this paper is to examine the mediation of emotional exhaustion on the emotional dissonance-turnover intention relationship. The study concludes with the contributions to the literature and to the practice.Design/methodology/approachFollowing the survey research method the study collected the data from two occupational groups.FindingsThe study found support for the moderation effect of POS on the emotional dissonance-emotional exhaustion as well as the emotional exhaustion-turnover intention relationships.Originality/valueThe study argued the negative effects of dissonance can be minimized if the organization can take actions to ensure employees perceive the organization as supportive.

Fulltext

Management Decision

Minimizing the cost of emotional dissonance at work: a multi-sample analysis

The present research explores the relationship of emotional labor strategies (i.e., surface and deep acting) with emotional exhaustion, organizational commitment, and turnover intentions among employees in the hospitality industry in India. Data were collected from 204 frontline hotel employees representing different departments. The results of the study demonstrate that surface acting is positively related with emotional exhaustion and turnover intentions and negatively related to affective organizational commitment. Moreover, deep acting was observed to have a negative influence on emotional exhaustion. The findings of the study indicate that frequent use of surface acting may have detrimental consequences for employees as well as for the organization. Managerial implications of the study are discussed.

Journal of Human Resources in Hospitality and Tourism

Effect of Emotional Labor on Emotional Exhaustion and Work Attitudes among Hospitality Employees in India

The paper explores the relationship of humane orientation of organizations with members' reactions to such treatment by the organization. Orientation of mangers to form good relationships with subordinates has been reflected through subordinates' perception of quality of leader-member exchange (LMX) and it was expected to predict members' reaction through feeling of exhaustion (burnout). The roles of humane orientation of organizational support measured through perceived organizational support (POS) by subordinates and organizational identification (OID) as possible explicators of the relationship between LMX quality and organizational burnout have also been explored. We conducted three step hierarchical linear regressions on a sample involving data at two time waves. As expected, all the hypotheses were supported. A major contribution of the research to academic literature is the corroboration of directionality of some of the relationship through two time wave design. Also, burnout in this research has been measured at an organizational level and the results were in line with burnout measured at the job level in some earlier studies on burnout.

International Journal of Organization Theory & Behavior

Measuring humane orientation of organizations through social exchange and organizational identification facilitation and control of burnout and intent to quit

Historical Evolution of Strategic Management, Volumes I and II

The Boston Consulting Group, Inc. (1970), 'Costs and Experience', 'Price and Experience' and 'Experience and Competitive Interaction', in Perspectives on Experience, Boston: The Boston Consulting Group, Inc., pp. 12-26

Gaming Law Review and Economics

LAS VEGAS SANDS CORP., a Nevada corporation, Plaintiff, v. UKNOWN REGISTRANTS OF www.wn0000.com, www.wn1111.com, www.wn2222.com, www.wn3333.com, www.wn4444.com, www.wn5555.com, www.wn6666.com, www.wn7777.com, www.wn8888.com, www.wn9999.com, www.112211.com, www.4456888.com, www.4489888.com, www.001148.com, and www.2289888.com, Defendants.

PsycTESTS Dataset

Frankfurt Emotion Work Scales

Research on Emotion in Organizations Experiencing and Managing Emotions in the Workplace

Overview: Experiencing and Managing Emotions in the Workplace

Global Business Review

Doing Emotional Labour

Linking emotional dissonance and organizational identification to turnover intention and emotional well‐being: A study of medical representatives in India

Journal	Data powered by TypesetHuman Resource Management
Publisher	Data powered by TypesetWiley
ISSN	0090-4848
Open Access	No