Journal of Managerial Psychology Emotional dissonance in call centre work Jürgen Wegge Rolf Van Dick Christiane von Bernstorff Article information: Downloaded by UNIVERSITY OF ESSEX At 16:41 03 February 2015 (PT) To cite this document: Jürgen Wegge Rolf Van Dick Christiane von Bernstorff‚ (2010)‚"Emotional dissonance in call centre work"‚ Journal of Managerial Psychology‚ Vol. 25 Iss 6 pp. 596 - 619 Permanent link to this document: http://dx.doi.org/10.1108/02683941011056950 Downloaded on: 03
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Introduction What is cognitive dissonance? How can it be used in our daily lives? These are some of the questions that social psychologists ask each day to explain people’s behavior. When it comes to how we act as individuals‚ there are all kinds of words and expressions that we can use. We can use words that can describe us physically‚ mentally‚ and emotionally‚ but when it comes to the way that we describe ourselves in our social worlds‚ we have a harder time. Dealing with our social worlds and
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The Dissonance of Homelessness Every once in awhile a person may find himself walking down the street‚ strutting his stuff. Then he might hear a couple of chords badly put together‚ poorly strummed‚ and a voice howling to the wind like a lost puppy in the night. This is probably being done by one of many kids who have left home and decided that it has become too much of a hassle to live in the confines of society. Only to leave home‚ work‚ and studies to play their guitar on the side of the street
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Cognitive Dissonance theory Core Assumptions and Statements Cognitive dissonance is a communication theory adopted from social psychology. The title gives the concept: cognitive is thinking or the mind; and dissonance is inconsistency or conflict. Cognitive dissonance is the psychological conflict from holding two or more incompatible beliefs simultaneously. Cognitive dissonance is a relatively straightforward social psychology theory that has enjoyed wide acceptance in a variety of disciplines
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Claussen‚ Dane S. 2004‚ ‘Cognitive Dissonance‚ Media illiteracy and Public Opinion on News Media’‚ American Behavioral Scientist‚ Volume 48‚ Issue 2‚ pp. 212-218. Topic – The article ‘Cognitive Dissonance‚ Media Illiteracy and Public Opinion on News Media’ is examining and discussing public opinion‚ media illiteracy and cognitive dissonance. The author takes you through a break down on public opinion of newspapers and television news and shows why a lot of the quantitative research taken over
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The Theory Cognitive Development is a mental process of development. The Theory of Cognitive Development in childhood shows the thought‚ intelligence‚ and language process as it changes as a child grows and develops. The Theory of Cognitive Development shows how thought can influence a person’ s behavior. This theory will be important in my future profession of nursing because nurses are the ones who assure growth and development of a child
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This work includes PSYCH 555 Week 3 Learning Team Assignment Issue Analysis Cognitive Dissonance Psychology - General Psychology Prepare a 1‚050 to 1‚400-word analysis of Issue 5‚ “Does Cognitive Dissonance Explain Why Behavior Can Change Attitudes?” located in the Taking Sides text. As a part of your analysis be sure to address the following items: Briefly summarize both arguments discussed in Issue 5. Define consonant and dissonant cognitions. Using the arguments made in Issue 5
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exam and when deciding to focus more on my other classes. I began making more consonant decisions and thoughts in order to lower the dissonance that I was feeling. I had created new consonant cognitions when deciding that it was a college level class and deciding that it was ok if I didn’t do well in the class at that time. My actions reflect ways to reduce cognitive
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Cognitive Disorder /Dementia Cognitive disorder is a class of disorder in which is characterized by a impairment in cognitive abilities and daily functioning‚ Cognitive disorders and not psychologically based. Cognitive impairment involving a generalized and progressive deficit in the areas of memory‚ the learning of new information‚ the ability to communicate‚ in making good make judgments‚ and in motor coordination. This loss of intellect‚ memory‚ or mental capacity‚ is usually accompanied
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Emotional Dissonance and Customer Service: An Exploratory Study Craig C. Julian ABSTRACT. In this paper‚ the broad context for the study of emotional dissonance and its importance to marketing is set out. The relevant literature on emotional dissonance‚ its antecedents and outcomes are introduced together with the knowledge gap in the literature. The conceptual framework of emotional dissonance is expanded via exploratory research using case studies in order to identify the key issues and the
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