Abstract
Employees in frontline service jobs are susceptible to emotional dissonance, or incongruence between one’s experienced and displayed emotions. The purpose of this paper is to empirically investigate the effect of emotional dissonance and job stress on the individual creativity of frontline IT professionals through creativity revelation processes such as exploration and exploitation. To validate our hypotheses, we collected questionnaires from 447 frontline IT workers responsible for creative output by communicating with organizational counterparts, and analyzed the data using a structural equation model. The results show that emotional dissonance has a positive influence on exploitation, and job stress has a negative impact on exploration.
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Chae, S.W., Seo, Y.W., Lee, K.C. (2011). An Empirical Analysis of the Effects of IT Professionals’ Emotional Dissonance on Creativity Revelation Processes and Individual Creativity. In: Kim, Th., et al. U- and E-Service, Science and Technology. UNESST 2011. Communications in Computer and Information Science, vol 264. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-27210-3_21
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DOI: https://doi.org/10.1007/978-3-642-27210-3_21
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