{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,12]],"date-time":"2026-04-12T12:12:19Z","timestamp":1775995939736,"version":"3.50.1"},"reference-count":58,"publisher":"Frontiers Media SA","license":[{"start":{"date-parts":[[2019,2,7]],"date-time":"2019-02-07T00:00:00Z","timestamp":1549497600000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":["frontiersin.org"],"crossmark-restriction":true},"short-container-title":["Front. Psychol."],"DOI":"10.3389\/fpsyg.2019.00118","type":"journal-article","created":{"date-parts":[[2019,2,7]],"date-time":"2019-02-07T07:31:32Z","timestamp":1549524692000},"update-policy":"https:\/\/doi.org\/10.3389\/crossmark-policy","source":"Crossref","is-referenced-by-count":15,"title":["Do Emotional Laborers Help the Needy More or Less? The Mediating Role of Sympathy in the Effect of Emotional Dissonance on Prosocial Behavior"],"prefix":"10.3389","volume":"10","author":[{"given":"Yun-na","family":"Park","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Hyowon","family":"Hyun","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"JiHoon","family":"Jhang","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"1965","published-online":{"date-parts":[[2019,2,7]]},"reference":[{"key":"B1","doi-asserted-by":"publisher","first-page":"137","DOI":"10.1108\/01437739810210185","article-title":"Emotional dissonance in organizations: a conceptualization of consequences, mediators and moderators.","volume":"19","author":"Abraham","year":"1998","journal-title":"Leadersh. Organ. Dev. J."},{"key":"B2","doi-asserted-by":"publisher","first-page":"888","DOI":"10.1037\/0033-2909.84.5.888","article-title":"Attitude-behavior relations: a theoretical analysis and review of empirical research.","volume":"84","author":"Ajzen","year":"1977","journal-title":"Psychol. Bull."},{"key":"B3","doi-asserted-by":"publisher","first-page":"88","DOI":"10.3109\/09638237.2012.734656","article-title":"Emotional labor in service roles: the influence of identity.","volume":"18","author":"Ashforth","year":"1993","journal-title":"Acad. Manag. Rev."},{"key":"B4","doi-asserted-by":"publisher","first-page":"480","DOI":"10.1016\/j.jretai.2009.07.001","article-title":"The role of customer orientation as a moderator of the job demand-burnout-performance relationship: a surface-level trait perspective.","volume":"85","author":"Babakus","year":"2009","journal-title":"J. Retailing"},{"key":"B5","doi-asserted-by":"publisher","first-page":"351","DOI":"10.1111\/j.1467-8721.2007.00534.x","article-title":"The strength model of self-control.","volume":"16","author":"Baumeister","year":"2007","journal-title":"Curr. Dir. Psychol. Sci."},{"key":"B6","doi-asserted-by":"publisher","first-page":"183","DOI":"10.1037\/h0024835","article-title":"Self-perception: an alternative interpretation of cognitive dissonance phenomena.","volume":"74","author":"Ben","year":"1967","journal-title":"Psychol. Rev."},{"key":"B7","doi-asserted-by":"publisher","first-page":"69","DOI":"10.1177\/002224299005400206","article-title":"Evaluating service encounters: the effect of physical surroundings and employee responses.","volume":"54","author":"Bitner","year":"1990","journal-title":"J. Market."},{"key":"B8","doi-asserted-by":"publisher","first-page":"710","DOI":"10.5465\/amr.1986.4283909","article-title":"Prosocial organizational behaviors.","volume":"11","author":"Brief","year":"1986","journal-title":"Acad. Manag. Rev."},{"key":"B9","doi-asserted-by":"publisher","first-page":"57","DOI":"10.1037\/1076-8998.7.1.57","article-title":"Testing a conservation of resources model of the dynamics of emotional labor.","volume":"7","author":"Brotheridge","year":"2002","journal-title":"J. Occup. Health Psychol."},{"key":"B10","doi-asserted-by":"publisher","first-page":"365","DOI":"10.1348\/096317903769647229","article-title":"Development and validation of the emotional labor scale.","volume":"76","author":"Brotheridge","year":"2003","journal-title":"J. Occup. Organ. Psychol."},{"key":"B11","year":"2016","journal-title":"Bureau of Labor Statistics."},{"key":"B12","doi-asserted-by":"publisher","first-page":"77","DOI":"10.1027\/1015-5759.21.2.77","article-title":"A new scale for measuring adult\u2019s prosocialness.","volume":"21","author":"Caprara","year":"2005","journal-title":"Eur. J. Psychol. Assess."},{"key":"B13","year":"2012","journal-title":"World Giving Index 2012: A Global View of Giving Trends."},{"key":"B14","doi-asserted-by":"publisher","first-page":"670","DOI":"10.1016\/j.jbusres.2012.04.001","article-title":"The impact of emotional labor in a retail environment.","volume":"66","author":"Cho","year":"2013","journal-title":"J. Bus. Res."},{"key":"B15","doi-asserted-by":"publisher","first-page":"469","DOI":"10.1111\/peps.12156","article-title":"Spillover effects of emotional labor in customer service encounters toward coworker harming: a resource depletion perspective.","volume":"70","author":"Deng","year":"2017","journal-title":"Pers. Psychol."},{"key":"B16","doi-asserted-by":"publisher","first-page":"643","DOI":"10.1037\/a0022134","article-title":"Costs of simultaneous coping with emotional dissonance and self-control demands at work: results from two german samples.","volume":"96","author":"Diestel","year":"2011","journal-title":"J. Appl. Psychol."},{"key":"B17","doi-asserted-by":"publisher","first-page":"131","DOI":"10.1007\/BF00991640","article-title":"Empathy: conceptualization, measurement, and relation to prosocial behavior.","volume":"14","author":"Eisenberg","year":"1990","journal-title":"Motiv. Emot."},{"key":"B18","doi-asserted-by":"publisher","first-page":"55","DOI":"10.1037\/0022-3514.57.1.55","article-title":"Relation of sympathy and personal distress to prosocial behavior: a multimethod study.","volume":"57","author":"Eisenberg","year":"1989","journal-title":"J. Pers. Soc. Psychol."},{"key":"B19","doi-asserted-by":"crossref","DOI":"10.1515\/9781503620766","author":"Festinger","year":"1957","journal-title":"A Theory of Cognitive Dissonance."},{"key":"B20","doi-asserted-by":"publisher","first-page":"115","DOI":"10.1016\/j.psychres.2016.03.043","article-title":"Controlling self and others: a theory of anxiety, mental control, and social control.","volume":"22","author":"Fiske","year":"1996","journal-title":"Pers. Soc. Psychol. B"},{"key":"B21","doi-asserted-by":"publisher","first-page":"5","DOI":"10.1086\/589561","article-title":"Death to dichotomizing.","volume":"35","author":"Fitzsimons","year":"2008","journal-title":"J. Consum. Res."},{"key":"B22","doi-asserted-by":"publisher","first-page":"95","DOI":"10.1037\/1076-8998.5.1.95","article-title":"Emotion regulation in the workplace: a new way to conceptualize emotional labor.","volume":"5","author":"Grandey","year":"2000","journal-title":"J. Occup. Health Psychol."},{"key":"B23","doi-asserted-by":"crossref","first-page":"86","DOI":"10.2307\/30040678","article-title":"When \u201cthe show must go on\u201d: surface acting and deep acting determinants of emotional exhaustion and peer-rated service delivery.","volume":"46","author":"Grandey","year":"2003","journal-title":"Acad. Manag. J."},{"key":"B24","doi-asserted-by":"publisher","first-page":"271","DOI":"10.1037\/1089-2680.2.3.271","article-title":"The emerging field of emotion regulation: an integrative review.","volume":"2","author":"Gross","year":"1998","journal-title":"Rev. Gen. Psychol."},{"key":"B25","doi-asserted-by":"publisher","first-page":"958","DOI":"10.5465\/amj.2009.44634116","article-title":"Customer reactions to emotional labor: the roles of employee acting strategies and customer detection accuracy.","volume":"52","author":"Groth","year":"2009","journal-title":"Acad. Manag. J."},{"key":"B26","author":"Hayes","year":"2018","journal-title":"Introduction to Mediation, Moderation, and Conditional Process Analysis."},{"key":"B27","doi-asserted-by":"publisher","first-page":"551","DOI":"10.1086\/227049","article-title":"Emotion work, feeling rules, and social structure.","volume":"85","author":"Hochschild","year":"1979","journal-title":"Am. J. Soc."},{"key":"B28","author":"Hochschild","year":"1983","journal-title":"The Managed Heart: Commercialization of Human Feeling."},{"key":"B29","doi-asserted-by":"publisher","first-page":"1042","DOI":"10.1177\/0956797611413936","article-title":"Power and choice: their dynamic interplay in quenching the thirst for personal control.","volume":"22","author":"Inesi","year":"2011","journal-title":"Psychol. Sci."},{"key":"B30","doi-asserted-by":"publisher","first-page":"589","DOI":"10.1016\/j.adolescence.2005.08.010","article-title":"Development and validation of the basic empathy scale.","volume":"29","author":"Jolliffe","year":"2006","journal-title":"J. Adoles."},{"key":"B31","doi-asserted-by":"publisher","first-page":"349","DOI":"10.1016\/j.ijhm.2008.12.002","article-title":"Emotional dissonance and emotional exhaustion among hotel employees in nigeria.","volume":"28","author":"Karatepe","year":"2009","journal-title":"Int. J. Hosp. Manag."},{"key":"B32","doi-asserted-by":"publisher","first-page":"8","DOI":"10.1177\/0893318900141002","article-title":"Exploring the dimensions of emotional labor.","volume":"14","author":"Kruml","year":"2000","journal-title":"Manag. Commun. Q."},{"key":"B33","doi-asserted-by":"publisher","first-page":"568","DOI":"10.1080\/00223890903228620","article-title":"Measuring individual differences in trait sympathy: instrument construction and validation.","volume":"91","author":"Lee","year":"2009","journal-title":"J. Pers. Assess."},{"key":"B34","doi-asserted-by":"publisher","first-page":"366","DOI":"10.1080\/13594320344000200","article-title":"Emotional dissonance, emotional exhaustion and job satisfaction in call center workers.","volume":"12","author":"Lewig","year":"2003","journal-title":"Eur. J. Work Organ. Psychol."},{"key":"B35","author":"Lipsey","year":"2001","journal-title":"Practical Meta-Analysis."},{"key":"B36","doi-asserted-by":"publisher","first-page":"99","DOI":"10.1002\/job.4030020205","article-title":"The measurement of experienced burnout.","volume":"2","author":"Maslach","year":"1981","journal-title":"J. Occup. Behav."},{"key":"B37","doi-asserted-by":"publisher","first-page":"986","DOI":"10.5465\/amr.1996.9704071861","article-title":"The dimensions, antecedents, and consequences of emotional labor.","volume":"21","author":"Morris","year":"1996","journal-title":"Acad. Manag. Rev."},{"key":"B38","doi-asserted-by":"publisher","first-page":"322","DOI":"10.1007\/s11031-007-9073-x","article-title":"Lack of autonomy and self-control: performance contingent rewards lead to greater depletion.","volume":"31","author":"Muraven","year":"2007","journal-title":"Motiv. Emot."},{"key":"B39","doi-asserted-by":"publisher","first-page":"774","DOI":"10.1037\/0022-3514.74.3.774","article-title":"Self-control as limited resource: regulatory depletion patterns.","volume":"74","author":"Muraven","year":"1998","journal-title":"J. Pers. Soc. Psychol."},{"key":"B40","doi-asserted-by":"crossref","first-page":"90","DOI":"10.1093\/jcr\/ucx108","article-title":"Stranger danger: when and why consumer dyads behave less ethically than individuals.","volume":"45","author":"Nikolova","year":"2017","journal-title":"J. Consum. Res."},{"key":"B41","doi-asserted-by":"publisher","first-page":"151","DOI":"10.1080\/00224540009600454","article-title":"Moderating effects of perceived control and need for clarity on the relationship between role stressors and employee affective reactions.","volume":"140","author":"O\u2019driscoll","year":"2000","journal-title":"J. Soc. Psychol."},{"key":"B42","doi-asserted-by":"publisher","first-page":"365","DOI":"10.1146\/annurev.psych.56.091103.070141","article-title":"Prosocial behavior: multilevel perspectives.","volume":"56","author":"Penner","year":"2005","journal-title":"Annu. Rev. Psychol."},{"key":"B43","doi-asserted-by":"publisher","first-page":"125","DOI":"10.1023\/A:1021329112679","article-title":"The consequences of emotional labor: effects on work stress, job satisfaction, and well-being.","volume":"23","author":"Pugliesi","year":"1999","journal-title":"Motiv. Emot."},{"key":"B44","doi-asserted-by":"publisher","first-page":"23","DOI":"10.5465\/amr.1987.4306444","article-title":"Expression of emotion as part of the work role.","volume":"12","author":"Rafaeli","year":"1987","journal-title":"Acad. Manag. Rev."},{"key":"B45","doi-asserted-by":"publisher","first-page":"163","DOI":"10.1002\/(SICI)1099-1379(200003)21:2<163::AID-JOB37>3.0.CO;2-L","article-title":"Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms.","volume":"21","author":"Schaubroeck","year":"2000","journal-title":"J. Organ. Behav."},{"key":"B46","doi-asserted-by":"publisher","first-page":"33","DOI":"10.1037\/0022-3514.85.1.33","article-title":"Intellectual performance and ego depletion: role of the self in logical reasoning and other information processing.","volume":"85","author":"Schmeichel","year":"2003","journal-title":"J. Pers. Soc. Psychol."},{"key":"B47","doi-asserted-by":"publisher","first-page":"116","DOI":"10.5465\/amj.2011.59215086","article-title":"A multilevel field investigation of emotional labor, affect, work withdrawal, and gender.","volume":"54","author":"Scott","year":"2011","journal-title":"Acad. Manag. J."},{"key":"B48","first-page":"467","article-title":"Spurious correlation: a causal interpretation.","volume":"49","author":"Simon","year":"1954","journal-title":"J. Am. Stat. Assoc."},{"key":"B49","author":"Song","year":"2017","journal-title":"Call Center Workers\u2019 Right to Hang Up on Unruly Customers. The Korea Bizwire."},{"key":"B50","doi-asserted-by":"publisher","first-page":"1005","DOI":"10.1177\/001872678603901104","article-title":"Perceived control by employees: a meta-analysis of studies concerning autonomy and participation at work.","volume":"39","author":"Spector","year":"1986","journal-title":"Hum. Relat."},{"key":"B51","year":"2016","journal-title":"The World Bank."},{"key":"B52","first-page":"100","article-title":"Relationships among organizational family support, job autonomy, perceived control, and employee well-being.","volume":"10","author":"Thompson","year":"2005","journal-title":"J. Occup. Health Psychol."},{"key":"B53","doi-asserted-by":"publisher","first-page":"56","DOI":"10.1037\/0022-3514.92.1.56","article-title":"Social exclusion decreases prosocial behavior.","volume":"92","author":"Twenge","year":"2007","journal-title":"J. Pers. Soc. Psychol."},{"key":"B54","doi-asserted-by":"publisher","first-page":"101","DOI":"10.1017\/S1833367200004053","article-title":"Emotional labour and negative job outcomes: an evaluation of the mediating role of emotional dissonance.","volume":"12","author":"Van Dijk","year":"2006","journal-title":"J. Manag. Organ."},{"key":"B55","doi-asserted-by":"publisher","first-page":"249","DOI":"10.1111\/1467-9280.00250","article-title":"Self-regulatory failure: a resource-depletion approach.","volume":"11","author":"Vohs","year":"2000","journal-title":"Psychol. Sci."},{"key":"B56","doi-asserted-by":"publisher","first-page":"217","DOI":"10.1037\/0022-3514.85.2.217","article-title":"Self-regulation and the extended now: controlling the self alters the subjective experience of time.","volume":"85","author":"Vohs","year":"2003","journal-title":"J. Pers. Soc. Psychol."},{"key":"B57","first-page":"787","article-title":"Smile big or not? Effects of smile intensity on perceptions of warmth and competence.","volume":"43","author":"Wang","year":"2017","journal-title":"J. Consum. Res."},{"key":"B58","doi-asserted-by":"publisher","first-page":"1141","DOI":"10.1093\/jcr\/ucx091","article-title":"Feeling economically stuck: the effect of perceived economic mobility and socioeconomic status on variety seeking.","volume":"44","author":"Yoon","year":"2018","journal-title":"J. Consum. Res."}],"container-title":["Frontiers in Psychology"],"original-title":[],"link":[{"URL":"https:\/\/www.frontiersin.org\/article\/10.3389\/fpsyg.2019.00118\/full","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2023,9,13]],"date-time":"2023-09-13T12:47:27Z","timestamp":1694609247000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.frontiersin.org\/article\/10.3389\/fpsyg.2019.00118\/full"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2019,2,7]]},"references-count":58,"alternative-id":["10.3389\/fpsyg.2019.00118"],"URL":"https:\/\/doi.org\/10.3389\/fpsyg.2019.00118","relation":{},"ISSN":["1664-1078"],"issn-type":[{"value":"1664-1078","type":"electronic"}],"subject":[],"published":{"date-parts":[[2019,2,7]]},"article-number":"118"}}