Supportive Climate and Its Protective Role in the Emotion Rule Dissonance - Emotional Exhaustion Relationship: A Multilevel Analysis

Emotion work, or the requirement to display certain emotions during service interactions, may produce burnout when these emotions are not truly felt - emotion rule dissonance. Building on the support-buffering model we hypothesized that a supportive climate should provide emotional resources to empl...

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Bibliographic Details
Published in:Journal of personnel psychology 2016-07, Vol.15 (3), p.125-133
Main Authors: Ortiz-Bonnín, Silvia, Esther García-Buades, M., Caballer, Amparo, Zapf, Dieter
Format: Article
Language:English
Subjects:
Emotional Exhaustion
Emotions
Fatigue
Female
Human
Male
Occupational Stress
Organizational Climate
Protective Factors
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Summary:Emotion work, or the requirement to display certain emotions during service interactions, may produce burnout when these emotions are not truly felt - emotion rule dissonance. Building on the support-buffering model we hypothesized that a supportive climate should provide emotional resources to employees protecting them against strain from emotion work. We tested this multilevel prediction in a sample of 317 front-line employees nested in 99 work units at large Spanish hotels and restaurants. Our results showed that supportive climate protects employees against experiencing emotional exhaustion (main effect) and attenuates the negative effects of emotion rule dissonance on emotional exhaustion (moderating effects). These results provide empirical evidence for the important role of supportive climate as a buffer between emotion work and well-being.
ISSN:1866-5888
2190-5150
DOI:10.1027/1866-5888/a000160