The role of self-efficacy in performing emotion work

Ellen Heuven, Arnold B. Bakker, Wilmar B. Schaufeli, Noortje Huisman

Research output: Contribution to journalArticlepeer-review

165 Citations (Scopus)

Abstract

This study used a sample of 154 cabin attendants to examine the role of self-efficacy in the performance of emotion work. On the basis of the literature, we hypothesized that self-efficacy would have a moderating influence on the relationship between emotional job demands (i.e., feeling rules and emotionally charged interactions with passengers) and emotional dissonance, and on the relationship between emotional dissonance and well-being (emotional exhaustion and work engagement). In addition, we predicted that emotional dissonance mediates the relationship between emotional job demands and well-being. The results of a series of hierarchical multiple regression analyses generally supported these hypotheses. Results confirmed that emotionally charged interactions with passengers are related to emotional exhaustion and engagement through their influence on emotional dissonance. Furthermore, self-efficacy buffers the relationship between emotional job demands and emotional dissonance, and the relationship between emotional dissonance and work engagement (but not exhaustion).

Original languageEnglish
Pages (from-to)222-235
Number of pages14
JournalJournal of Vocational Behavior
Volume69
Issue number2
DOIs
Publication statusPublished - Oct 2006
Externally publishedYes

Keywords

  • Cabin attendants
  • Emotional demands
  • Emotional dissonance
  • Self-efficacy

ASJC Scopus subject areas

  • Education
  • Applied Psychology
  • Organizational Behavior and Human Resource Management
  • Life-span and Life-course Studies

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