In response to the increasing interest regarding the emotional consequences facing service providers who perform emotion labor as part of their service roles, this thesis examines the causal sequences of emotion labor, emotional dissonance and emotional exhaustion (the EEE sequence). Specifically, this thesis proposes a theoretical model that examines the emotional experience, performance outcomes and turnover intentions of service providers in a holistic fashion by incorporating Affective Events Theory to integrate the concept of daily hassles and uplifts with the EEE sequence. In addition, the organizational factors of cultural orientation to emotions and workgroup emotional climate, and the individual factors of provider dissonance tolerance, hassle tolerance and uplift reactivity are introduced and depicted as influencing the EEE sequence.
Survey data was obtained from 265 service providers sampled from five service industries and analyzed with structural equation modeling. Results supported the links proposed in the theoretical model, where the EEE sequence was found to be mediated by perceived hassles and moderated by provider tolerance for emotional dissonance and hassles. Perceived uplifts at work were influenced by the proposed organizational and individual factors which had consequences for provider service performance. The encouraging results for the proposed model have implications for theory, practice and future research, and are discussed.