Graduation Year


Document Type




Degree Granting Department


Major Professor

Michael T. Brannick, Ph.D.

Committee Member

Walter C. Borman, Ph.D.

Committee Member

Judith Becker Bryant, Ph.D.

Committee Member

Doug Rohrer, Ph.D.

Committee Member

Paul E. Spector, Ph.D.


Emotional labor, Turnover, IPIP, Debt collectors, Helpfulness


The primary goal of this research was to explore the antecedents and consequences of emotional dissonance for debt collectors. The antecedents were personality factors (extraversion, anger, conscientiousness and agreeableness) and prosocial factors. The consequences of emotional dissonance were job satisfaction, intention to quit and job performance. A path model was developed to explain the relations among the studyís measures in a sample of 188 full-time debt collectors. The path analysis results failed to show strong relations between personality and emotional dissonance. However, strong relations were found between emotional dissonance, job satisfaction, intention to quit, and performance. Job satisfaction acted as a mediator between emotional dissonance and intention to quit as well as emotional dissonance and performance. In addition, gender differences were explored, and it was found that the relations between emotional dissonance and job satisfaction were weaker for females than for males. Implications and recommendations for future research in this area are discussed.