Supplementary Files
Keywords
clima de servicio
disonancia emocional
engagement
How to Cite
Abstract
Este trabajo analiza las relaciones entre disonancia emocional y clima de servicio con bienestar en el trabajo, en dos vías. Se realizó un diseño transnivel en el que se analizan variables en diferentes niveles (disonancia emocional individual y clima de servicio work-unit), como predictores de burnout y engagement. En el estudio participó una muestra de 512 empleados pertenecientes a 152 unidades de trabajo. Los análisis multinivel confirmaron la existencia de un modelo donde el clima de servicio está directamente relacionado con los niveles de burnout y engagement de los trabajadores, una vez controlado su nivel de disonancia emocional. La investigación concluye con la discusión de los resultados y las implicaciones de los mismos.This journal is registered under a Creative Commons Attribution 4.0 International Public License. Thus, this work may be reproduced, distributed, and publicly shared in digital format, as long as the names of the authors and Pontificia Universidad Javeriana are acknowledged. Others are allowed to quote, adapt, transform, auto-archive, republish, and create based on this material, for any purpose (even commercial ones), provided the authorship is duly acknowledged, a link to the original work is provided, and it is specified if changes have been made. Pontificia Universidad Javeriana does not hold the rights of published works and the authors are solely responsible for the contents of their works; they keep the moral, intellectual, privacy, and publicity rights. Approving the intervention of the work (review, copy-editing, translation, layout) and the following outreach, are granted through an use license and not through an assignment of rights. This means the journal and Pontificia Universidad Javeriana cannot be held responsible for any ethical malpractice by the authors. As a consequence of the protection granted by the use license, the journal is not required to publish recantations or modify information already published, unless the errata stems from the editorial management process. Publishing contents in this journal does not generate royalties for contributors.