With the growth of service industry occupations, managing emotions at work has increased as a topic of interest among scholars and practitioners in organisational behaviour and human resource management(Grandey, 2000). Emotional dissonance occurs when there is discrepancy between organisational sanctioned emotions and actual emotions of employees(Zapf, Vogt, Seifert, Mertini, Isic, 1999). This discrepancy can be associated with significant levels of psychological ill-health (Zapf, Seifert, Schmutte, Mertini, Holz, 2001). Policing is consistently ranked among the top five stressful/high-risk occupations (e.g. Coman, Evans, Stanley, Burrows, 1991). Police officers act as the front-line contact when dealing directly with community members; they are expected to be social workers, teachers, role models, and counsellors. Operational police officers are often required to suppress their actual emotions during their work, in order to perform their job to formally designated procedures and standards.
|Publication status||Published - 2009|
|Event||International Conference on Occupational Stress and Health - San Juan, Puerto Rico|
Duration: 5 Nov 2009 → 8 Nov 2009
Conference number: 8
|Conference||International Conference on Occupational Stress and Health|
|Period||5/11/09 → 8/11/09|
- Emotional Dissonance
- Occupational Stress and Health
- Police Officers
Sawang, S., Brough, P., & Barbour, J. (2009). "I smile when I'm angry!'': An examination of emotional dissonance among police officers. Paper presented at International Conference on Occupational Stress and Health, San Juan, Puerto Rico.