Emotional dissonance and burnout among cabin attendants

This study used a sample of 220 cabin attendants to test the hypothesis that emotional dissonance is an essential predictor of human service burnout. We hypothesized that, in addition to the "classical" variables in Karasek's (1979, 1998) demands-control model, emotional dissonance would make an independent contribution to explaining variance in burnout (i.e., emotional exhaustion and depersonalization). The findings of a series of SEM-analyses...