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The impact of emotional dissonance on quality of work life and life satisfaction of tour guides

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  • Zaid Alrawadieh
  • Gurel Cetin
  • Mithat Zeki Dincer
  • Fusun Istanbullu Dincer

Abstract

The well-being of employees in the tourism and hospitality industry remains an important area of investigation in tourism research. Building on the emotional labor theory and the well-being body of knowledge, this study develops and tests a model that examines the effects of emotional dissonance on the quality of work life and life satisfaction using data from professional tour guides in Jordan. Unexpectedly, results show that tour guides do not experience significant emotional dissonance and that there is no negative impact of emotional dissonance neither on quality of work life or life satisfaction. Contrary to theoretical predictions, the findings fail to suggest a link between emotional dissonance, quality of work of life and life satisfaction. However, the findings reveal that a positive relationship between quality of work life and life satisfaction exists. The study provides some theoretical and practical implications and suggests areas of inquiry for future research.

Suggested Citation

  • Zaid Alrawadieh & Gurel Cetin & Mithat Zeki Dincer & Fusun Istanbullu Dincer, 2020. "The impact of emotional dissonance on quality of work life and life satisfaction of tour guides," The Service Industries Journal, Taylor & Francis Journals, vol. 40(1-2), pages 50-64, January.
    • Handle: RePEc:taf:servic:v:40:y:2020:i:1-2:p:50-64
    DOI: 10.1080/02642069.2019.1590554
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    Citations

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    Cited by:

    1. Edina Molnár & Asif Mahmood & Naveed Ahmad & Amir Ikram & Shah Ali Murtaza, 2021. "The Interplay between Corporate Social Responsibility at Employee Level, Ethical Leadership, Quality of Work Life and Employee Pro-Environmental Behavior: The Case of Healthcare Organizations," IJERPH, MDPI, vol. 18(9), pages 1-16, April.
    2. Marta Llorca-Pellicer & Pedro Gil-LaOrden & Vicente J. Prado-Gascó & Pedro R. Gil-Monte, 2023. "Brief Version of the Frankfurt Emotional Work Scale and Gender Difference in Emotional Labour," Sustainability, MDPI, vol. 15(4), pages 1-11, February.
    3. Derya Demirdelen Alrawadieh, 2021. "Does Employability Anxiety Trigger Psychological Distress and Academic Major Dissatisfaction? A Study on Tour Guiding Students," Journal of Tourismology, Istanbul University, Faculty of Economics, vol. 7(1), pages 55-71, June.
    4. Michelle DE LA HARPE & Karina SEVENHUYSEN, 2020. "New Technologies in the Field of Tourist Guiding: Threat or Tool?," Journal of Tourismology, Istanbul University, Faculty of Economics, vol. 6(1), pages 13-33, June.

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