The impact of emotional dissonance on quality of work life and life satisfaction of tour guides

ALRAWADIEH Z., Cetin G., Dincer M. Z., Istanbullu Dincer F. F.

SERVICE INDUSTRIES JOURNAL, vol.40, pp.50-64, 2020 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 40
  • Publication Date: 2020
  • Doi Number: 10.1080/02642069.2019.1590554
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus, IBZ Online, ABI/INFORM, Business Source Elite, Business Source Premier, CAB Abstracts, Geobase, Hospitality & Tourism Complete, Hospitality & Tourism Index
  • Page Numbers: pp.50-64
  • Keywords: Emotional dissonance, quality of work life, life satisfaction, tour guides, well-being of tourism employees, SERVICE-PROFIT CHAIN, JOB-SATISFACTION, LABOR, HOSPITALITY, EMPLOYEES, BALANCE, STRESS, PERFORMANCE, COMMITMENT
  • Istanbul University Affiliated: Yes


The well-being of employees in the tourism and hospitality industry remains an important area of investigation in tourism research. Building on the emotional labor theory and the well-being body of knowledge, this study develops and tests a model that examines the effects of emotional dissonance on the quality of work life and life satisfaction using data from professional tour guides in Jordan. Unexpectedly, results show that tour guides do not experience significant emotional dissonance and that there is no negative impact of emotional dissonance neither on quality of work life or life satisfaction. Contrary to theoretical predictions, the findings fail to suggest a link between emotional dissonance, quality of work of life and life satisfaction. However, the findings reveal that a positive relationship between quality of work life and life satisfaction exists. The study provides some theoretical and practical implications and suggests areas of inquiry for future research.