Journal
JOURNAL OF PERSONNEL PSYCHOLOGY
Volume 12, Issue 2, Pages 74-84Publisher
HOGREFE & HUBER PUBLISHERS
DOI: 10.1027/1866-5888/a000085
Keywords
emotional demands; emotion-rule dissonance; personal resources; work engagement
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This two-wave study examined work engagement as a function of personal resources and emotionally demanding conditions at work. We hypothesized that personal resources (self-efficacy and optimism) buffer the effect of emotional demands and emotion-rule dissonance on work engagement. Furthermore, we expected that emotional demands/dissonance boost the effect of personal resources on work engagement. One-hundred sixty-three employees, who provide service to customers, participated at both measurement times. Analyses supported (a) the buffering hypothesis, since emotional demands and dissonance related negatively to work engagement when self-efficacy but not optimism - was low, and (b) the boosting hypothesis, since self-efficacy - but not optimism - related positively to engagement particularly when emotional demands and dissonance were high.
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