Emotional At Work: Stress-Strain-Outcome Model Perspective

Abstract

Contemporary studies regarding emotional dissonance in the workplace emphasize the need for organizational attention focusing on employees' emotional dissonance. Job demands require employees to display emotions that are different from the natural feelings of employees. Specifically, employees who work in hospitality-based companies understand the importance of positive expression as a component of professionalism in delivering services. However, this condition will have an impact on employee behavior such as the intention to leave the organization. Employees choose to stay in the organization if they are satisfied with their work. Organizational support becomes important for employee satisfaction. This study examined the effect of emotional dissonance and organizational support on intention to leave the organization, mediated by job satisfaction. Respondents in this study were employees who worked in hotels in two countries including Indonesia and Hungary. The results of this study contribute to explaining the stress-strain-outcome (SSO) model, especially the influence of emotions on employee behavior in the workplace