Indregard Anne-Marthe R, Ulleberg Pål, Knardahl Stein, Nielsen Morten B
Department of Work Psychology and Physiology, National Institute of Occupational Health, Oslo, Norway.
Department of Psychology, University of Oslo, Oslo, Norway.
Front Psychol. 2018 Apr 4;9:436. doi: 10.3389/fpsyg.2018.00436. eCollection 2018.
Emotional dissonance, i.e., a discrepancy between required and felt emotions, has been established as a predictor of sickness absence in studies, but little is known about mechanisms that can explain this association. In order to prevent and reduce the impact of emotional dissonance on sickness absence, there is a need for greater attention to variables explaining when and how emotional dissonance is related to sickness absence. The overarching aim of this study was to examine whether emotional dissonance has an indirect association with sickness absence through exhaustion. In addition, we examined whether human resource primacy (HRP), which is the employer's degree of concern for human resources, moderates this indirect effect. A sample of 7758 employees, all working with customers and clients, were recruited from 96 Norwegian organizations. Emotional dissonance, exhaustion, and HRP were measured through surveys and then linked to registry data on medically certified sickness absence for the year following the survey assessment. Results showed that exhaustion is a mediator for the relationship between emotional dissonance and sickness absence. Furthermore, higher levels of HRP were found to reduce the positive association between emotional dissonance and exhaustion, and the indirect effect of emotional dissonance on sickness absence through exhaustion is found to be weaker when HRP is high. By testing this moderated mediation model, the current study contributes to the literature on emotion work by clarifying mechanisms that are crucial for the development of targeted interventions that aim to reduce and prevent sickness absence in client-driven work environments.
情绪失调，即要求的情绪与感受到的情绪之间的差异，在研究中已被确立为病假的一个预测指标，但对于能够解释这种关联的机制却知之甚少。为了预防和减少情绪失调对病假的影响，有必要更多地关注那些能够解释情绪失调何时以及如何与病假相关的变量。本研究的总体目标是检验情绪失调是否通过疲惫对病假产生间接关联。此外，我们还检验了人力资源首要性（HRP），即雇主对人力资源的关注程度，是否会调节这种间接效应。我们从96家挪威组织中招募了7758名员工作为样本，他们都与客户打交道。通过调查测量了情绪失调、疲惫和HRP，然后将其与调查评估后一年的经医学认证的病假登记数据相联系。结果表明，疲惫是情绪失调与病假之间关系的一个中介变量。此外，研究发现较高水平的HRP会减弱情绪失调与疲惫之间的正相关关系，并且当HRP较高时，情绪失调通过疲惫对病假产生的间接效应会更弱。通过检验这个有调节的中介模型，本研究通过阐明对于旨在减少和预防客户导向型工作环境中病假的针对性干预措施的发展至关重要的机制，为情绪工作的文献做出了贡献。
