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The Influence of Emotional Dissonance on Subjective Health and Job Satisfaction: Testing the Stress–Strain–Outcome Model


Francis Cheung, Department of Sociology and Social Policy, Lingnan University, 2/F, Dorothy Y L. Wong Building, Hong Kong 852. E-mail:


We adopted the stress–strain–outcome model (Koeske & Koeske, 1993) to examine the influence of work stressors on subjective health and job satisfaction among Chinese service employees. Two independent studies were reported. In the first study, 271 employees provided cross-sectional data on work characteristics, emotional dissonance, work strain, and job satisfaction. Structural equation modeling showed that work characteristics were related to emotional dissonance, which, in turn, was associated with work strain, with the latter eventually predicting job satisfaction. Study 2 was a 3-month longitudinal survey with a separate sample of 155 call-center and retail-shop representatives. Longitudinal data showed that emotional dissonance at Time 1 significantly predicted work strain at Time 2, which predicted job satisfaction at Time 2.