The Positive and Negative Attributes of Emotional Dissonance as the Perceived Regulator on Attrition among the Information Technology Workers

The emotional competence can be regarded as an important personal resource in service work because it moderates the relationships between work characteristics, emotional dissonance, and outcome variables like job satisfaction and Attrition. The objective of this research was to explore the antecedents and consequences of emotional dissonance leading to attrition among the knowledge workers in the Business process outsourcing (BPO) companies of information technology enabled service sector (ITES sector). The antecedents were the positive and negative attributes of emotional dissonance. The consequences of emotional dissonance were job satisfaction, intention to quit and attrition. From the survey conducted it was found that the Emotional dissonance acts as regulator on the intention to quit and influences the decision leading to attrition as well as job performance.