Emotional Dissonance as a Mediator between Display Rules and Burnout in Public Service Jobs: Evidence from a Taiwanese Sample

Evidence has been obtained by a recent study of American public servants, which reveals that serving the public becomes daunting when the task demands workers to hide negative feelings—a condition known as negative display... [ view full abstract ]

Evidence has been obtained by a recent study of American public servants, which reveals that serving the public becomes daunting when the task demands workers to hide negative feelings—a condition known as negative display rules. To take the knowledge a step further, this study re-examines the relationship between negative display rules and occupational burnout using a non-Western sample, 415 employees in the Taipei City Government. The analysis centers on the mediating role of emotional dissonance. Notable conclusions drawn from the Taiwanese data include that (a) negative display rules are harmful to employees because of increased gap between felt and displayed emotions as a consequence of presenting oneself professionally; and (b) cultivating a climate for service can reduce employee burnout but adversely create more pressure on those who experience emotional dissonance, which deteriorates the harmful effect of negative display rules on employee well-being.