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Conflicting empirical findings in studies assessing the relationship between emotional labour and negative job outcomes are partly due to the lack of clarity regarding the conceptualisation and measurement of emotional dissonance. Emotional dissonance has been variously described and measured as an antecedent or as a consequence of the performance of emotional labour, as well as an inherent component of emotional labour. Recent conceptualisations of dissonance have proposed a mediator role for emotional dissonance between emotional labour and the outcome of emotional exhaustion. Concepts from cognitive dissonance theory support this conceptualisation and were used to empirically test this proposed relationship with a sample of 181 staff from two tourism based organisations providing a range of visitor/customer services. The results demonstrated a significant partial mediation role for emotional dissonance in the relationship between emotional labour and emotional exhaustion, supporting the use of a more theoretically and methodologically consistent measure of emotional dissonance.

The gap in employment between PwMS and the general population has substantially reduced from 2010 to 2013, with organisations responding positively to requests for work role/environment adjustments.

Many zoos now emphasize that their roles in conservation extend beyond breeding and species management to capitalizing on their potential to influence the behavior of their visitors for the benefit of wild animals. However, there is limited evidence of behavioral change to support this emphasis and one reason may be that requested behaviors are not viewed favorably by zoo visitors. The purpose of the present study was to involve zoo staff in a process of identifying and prioritizing pro-wildlife behaviors using a set of criteria that included what zoo visitors prefer. This approach engaged staff and capitalized on their expertise, and at the same time maximized the chances that planned campaigns to influence visitor behavior would be well received by visitors and even enhance their experience while at the zoo. This was achieved by replicating Smith's (2009) study but including visitorpreferred attributes identified in Smith, . Across several zoos in Australia, 152 staff participated in seven Nominal Group Technique workshops. Initially over 500 behaviors were identified which were prioritized firstly by filtering behavior lists and then by participants voting on behaviors. When voting, participants tended to choose behaviors promoting wildlife-friendly consumerism and donations. The paper discusses the efficacy of this approach in moving the zoo industry toward recognizing and realizing the potential of collective visitor action.