Linking Emotional Dissonance and Service Climate to Well-Being at Work: A Cross- Level Analysis
Autor
Carrasco, Hugo; Profesora titular de Universidad
Martínez-Tur, Vicente; IDOCAL, University of Valencia, Spain
Peiró, Jose María; IDOCAL, University of Valencia, Spain
Instituto Valenciano de Investigaciones Económicas (IVIE), Spain
Moliner, Carolina; IDOCAL, University of Valencia, Spain
Ramis, Carmen; Universidad de las Islas Baleares
Institución
Resumen
In this study, emotional dissonance and service climate are related to
well-being at work through two independent corridors. To consider emotional dissonance and service climate, we designed a cross-level model where multilevel predictors (individual emotional dissonance and work-unit service climate) were related to individual levels of burnout and engagement. Using a sample of 512 employees working in 152 work-units, we confirmed the existence of a model where service climate is significantly related to burnout and engagement, beyond the role of emotional dissonance. The research concludes with a discussion of these results and future implications.