Emotional dissonance as a determinant of quality of work life in the hospitality industry

Ivana Blešić; Jelena Tepavčević; Denis Dubover

doi:10.71159/icemit2536B

Authors

Ivana Blešić University of Novi Sad, Faculty of Science, Department of Geography, Tourism and Hotel Management, Serbia
Jelena Tepavčević University of Novi Sad, Faculty of Science, Department of Geography, Tourism and Hotel management, Serbia
Denis Dubover Don State Technical University, Institute of Creative Industries, Rostov-on-Don, Russia

DOI:

https://doi.org/10.71159/icemit2536B

Keywords:

emotional dissonance, quality of work life, hospitality

Abstract

Emotional dissonance refers to the fundamental conflict between emotions that are truly experienced and those that are outwardly expressed. This study examines the impact of emotional dissonance on the quality of work life among employees in the hospitality industry. Particular attention is given to psychological constructs that shape workplace interactions: emotional labor, emotional dissonance, and emotional intelligence. The empirical research was conducted between January and May 2025 using an online questionnaire distributed via email and social networks. A total of 148 hotel employees from the Republic of Serbia participated in the study. The results indicate that emotional dissonance has a negative effect on employees’ quality of work life in the hospitality sector. The findings highlight the need for hospitality organizations to adopt strategies aimed at reducing emotional dissonance, such as investing in emotional intelligence training, encouraging supportive leadership practices, and fostering authentic workplace relationships.

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