Graduation Year

2005

Document Type

Dissertation

Degree

Ph.D.

Degree Granting Department

Psychology

Major Professor

Michael Brannick.

Keywords

Emotional labor, Turnover, Ipip, Debt collectors, Helpfulness

Abstract

The primary goal of this research was to explore the antecedents and consequences of emotional dissonance for debt collectors. The antecedents were personality factors (extraversion, anger, conscientiousness and agreeableness) and pro-social factors. The consequences of emotional dissonance were job satisfaction, intention to quit and job performance. A path model was developed to explain the relations among the studys measures in a sample of 188 full-time debt collectors. The path analysis results failed to show strong relations between personality and emotional dissonance. However, strong relations were found between emotional dissonance, job satisfaction, intention to quit, and performance. Job satisfaction acted as a mediator between emotional dissonance and intention to quit as well as emotional dissonance and performance.

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