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Methods: Data were collected using an anonymous, self-report questionnaire employed in an Italian company working in the large-scale retail sector. The sample was composed of 610 employees (70% women) working in 28 supermarkets. Results: Results showed that negative customer relations were associated to higher levels of emotional dissonance (b = .25; p = .000), which in turn was associated with higher levels of burnout (b = .72; p = .017) and consequently to higher levels of poor general health (b = .03; p = .000). Conclusion: This study contributed to the current understanding of how negative relationship with clients could trigger a health impairment process which could lead to higher levels of burnout and poorer general health in employees. Findings suggest that organizations whose employees\u2019 work activities are characterized by a daily contact with customers should implement interventions such as training activities in order to enhance the employees\u2019 skills in dealing with custumers, for example on how to manage emotions at work.<\/jats:p>","DOI":"10.23749\/mdl.v112i3.9907","type":"journal-article","created":{"date-parts":[[2025,3,5]],"date-time":"2025-03-05T07:58:01Z","timestamp":1741161481000},"page":"200-208","source":"Crossref","is-referenced-by-count":2,"title":["How workers\u2019 emotional dissonance explains the association between customers\u2019 relations, burnout and health in an Italian supermarket chain"],"prefix":"10.23749","volume":"112","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-2583-5384","authenticated-orcid":false,"given":"Michela","family":"Vignoli","sequence":"additional","affiliation":[{"name":"Department of Psychology and Cognitive Sciences, University of Trento"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-2820-3315","authenticated-orcid":false,"given":"Greta","family":"Mazzetti","sequence":"additional","affiliation":[{"name":"University of Bologna"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-6780-4746","authenticated-orcid":false,"given":"Daniela","family":"Converso","sequence":"additional","affiliation":[{"name":"University of Turin"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-9482-7994","authenticated-orcid":false,"given":"Dina","family":"Guglielmi","sequence":"additional","affiliation":[{"name":"University of Bologna"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"27750","reference":[{"key":"10.23749\/mdl.v112i3.9907_ref1","unstructured":"ESENER 3: https:\/\/osha.europa.eu\/en\/publications\/third-european-survey-enterprises-new-and-emerging-risks-esener-3\/view"},{"key":"10.23749\/mdl.v112i3.9907_ref2","unstructured":"Eurofound Sixth European Working Condition Survey 2015. 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