Linking emotional dissonance and organizational identification to turnover intention and emotional well-being: A study of medical representatives in India
Sushanta Kumar Mishra, Deepti Bhatnagar
Human Resource Management · 2010 · Volume 49 · Issue 3
Abstract
Influencing customers' perception of service quality through service interaction is becoming imperative for organizations to sustain competitive advantage. As a result, the critical challenge before many organizations is to retain employees in service occupations and promote their well-being. This study examined the relationship of organizational identification and emotional dissonance with turnover intention and well-being among a sample of 468 medical representatives in the Indian pharmaceutical industry. Drawing from the conservation of resource theory, this study shows that apart from its direct effect, emotional dissonance has a mediating effect on the relationship of organizational identification with turnover intention and emotional well-being. Contributions of this study to the theory and practice of human resource management (HRM) are discussed. © 2010 Wiley Periodicals, Inc.
Keywords
emotional dissonance, organizational identification, emotional well-being, turnover intention, medical representatives
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