The purpose of this study was twofold. The first aim was to analyze the detrimental effect that emotional dissonance may have on service workers by testing its relationship with job satisfaction, intention to leave the organization, and organizational deviance. The second was to test whether two types of social support (i.e., co-worker and organizational support) and their combination moderate these relationships from a multilevel perspective. The sample was composed of 556 employees from Spanish service sector. Using random coefficient models analyses, results showed, first, that emotional dissonance was related to lower levels of job satisfaction (PE = –.1, p < .05) and higher levels of intention to leave the organization (PE = .12, p < .05); second, that co-worker support moderate the relationship between emotional dissonance and job satisfaction (PE = .10, p < .05), organizational deviance (PE = –.08, p < .05), and intention to leave the organization (PE = –.13, p < .05); third, organizational support, conceptualized as a collective construct at organizational level, moderate the relationship between emotional dissonance and organizational deviance (PE = –.08, p < .05); and finally, the combination of both types of support do not explained additional variance of the emotional dissonance-outcomes relation. These results underline the need to take into consideration different source of social support and their levels of analysis to better understand emotional dissonance and its outcomes.

中文翻译：

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西班牙服务业的情绪失调：支持在工作场所的作用

这项研究的目的是双重的。第一个目的是通过测试情绪失调与工作满意度、离开组织的意图和组织偏差的关系来分析情绪失调可能对服务人员产生的不利影响。第二个是测试两种类型的社会支持（即同事和组织支持）及其组合是否从多层次的角度调节这些关系。样本由来自西班牙服务业的 556 名员工组成。使用随机系数模型分析，结果显示，首先，情绪失调与较低的工作满意度有关（体育=–.1,p <.05) 和更高层次的离开组织的意图 (体育=.12,p <.05); 其次，同事的支持调节了情绪失调和工作满意度之间的关系（体育=.10,p <.05），组织偏差（体育=–.08,p <.05），以及离开组织的意图（体育=–.13,p <.05); 第三，组织支持，被概念化为组织层面的集体结构，调节情绪失调和组织偏差之间的关系（体育= –.08,p< .05); 最后，两种支持的结合并不能解释情绪失调-结果关系的额外变化。这些结果强调需要考虑不同的社会支持来源及其分析水平，以更好地理解情绪失调及其结果。