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“Woulda, Coulda, Shoulda”. Workers’ Proactivity in the Association between Emotional Demands and Mental Health

The present study aimed to explore the mediating role of hostile customer relations in the association between emotional dissonance and workers’ mental health. Moreover, the moderating role of proactive personality as a buffer against hostile customer relations was assessed. Emotional demands become...

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Detalles Bibliográficos
Autores principales: Mazzetti, Greta, Simbula, Silvia, Panari, Chiara, Guglielmi, Dina, Paolucci, Alessio
Formato: Online Artículo Texto
Lenguaje:English
Publicado: MDPI 2019
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6765905/
https://www.ncbi.nlm.nih.gov/pubmed/31505763
http://dx.doi.org/10.3390/ijerph16183309
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author Mazzetti, Greta
Simbula, Silvia
Panari, Chiara
Guglielmi, Dina
Paolucci, Alessio
author_facet Mazzetti, Greta
Simbula, Silvia
Panari, Chiara
Guglielmi, Dina
Paolucci, Alessio
author_sort Mazzetti, Greta
collection PubMed
description The present study aimed to explore the mediating role of hostile customer relations in the association between emotional dissonance and workers’ mental health. Moreover, the moderating role of proactive personality as a buffer against hostile customer relations was assessed. Emotional demands become crucial within professions that involve a direct relationship with clients and, if poorly managed, can negatively affect workers’ health and performance. Accordingly, data were collected on a sample of n = 918 mass-retail employees working for one of the leading Italian supermarket companies. Most participants were women (62.7%) with a mean age = 40.38 (SD = 7.68). The results of a moderated mediation analysis revealed that emotional dissonance was related to more hostile customer relations that, in turn, were associated with higher rates of mental health symptoms. Proactive personality emerged as a protecting factor that prevented the onset of conflicts with clients, particularly among workers experiencing high levels of emotional dissonance. The identification of resources enabling management of emotional demands could suggest suitable adaptive strategies for customer-facing roles, thus preventing the occurrence of adverse mental health symptoms.
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spelling pubmed-67659052019-09-30 “Woulda, Coulda, Shoulda”. Workers’ Proactivity in the Association between Emotional Demands and Mental Health Mazzetti, Greta Simbula, Silvia Panari, Chiara Guglielmi, Dina Paolucci, Alessio Int J Environ Res Public Health Article The present study aimed to explore the mediating role of hostile customer relations in the association between emotional dissonance and workers’ mental health. Moreover, the moderating role of proactive personality as a buffer against hostile customer relations was assessed. Emotional demands become crucial within professions that involve a direct relationship with clients and, if poorly managed, can negatively affect workers’ health and performance. Accordingly, data were collected on a sample of n = 918 mass-retail employees working for one of the leading Italian supermarket companies. Most participants were women (62.7%) with a mean age = 40.38 (SD = 7.68). The results of a moderated mediation analysis revealed that emotional dissonance was related to more hostile customer relations that, in turn, were associated with higher rates of mental health symptoms. Proactive personality emerged as a protecting factor that prevented the onset of conflicts with clients, particularly among workers experiencing high levels of emotional dissonance. The identification of resources enabling management of emotional demands could suggest suitable adaptive strategies for customer-facing roles, thus preventing the occurrence of adverse mental health symptoms. MDPI 2019-09-09 2019-09 /pmc/articles/PMC6765905/ /pubmed/31505763 http://dx.doi.org/10.3390/ijerph16183309 Text en © 2019 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (http://creativecommons.org/licenses/by/4.0/).
spellingShingle Article
Mazzetti, Greta
Simbula, Silvia
Panari, Chiara
Guglielmi, Dina
Paolucci, Alessio
“Woulda, Coulda, Shoulda”. Workers’ Proactivity in the Association between Emotional Demands and Mental Health
title “Woulda, Coulda, Shoulda”. Workers’ Proactivity in the Association between Emotional Demands and Mental Health
title_full “Woulda, Coulda, Shoulda”. Workers’ Proactivity in the Association between Emotional Demands and Mental Health
title_fullStr “Woulda, Coulda, Shoulda”. Workers’ Proactivity in the Association between Emotional Demands and Mental Health
title_full_unstemmed “Woulda, Coulda, Shoulda”. Workers’ Proactivity in the Association between Emotional Demands and Mental Health
title_short “Woulda, Coulda, Shoulda”. Workers’ Proactivity in the Association between Emotional Demands and Mental Health
title_sort “woulda, coulda, shoulda”. workers’ proactivity in the association between emotional demands and mental health
topic Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6765905/
https://www.ncbi.nlm.nih.gov/pubmed/31505763
http://dx.doi.org/10.3390/ijerph16183309
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