The Cost of Pretending: Examining Emotional Dissonance, Emotional Regulation and Burnout in the Indian IT Sector

Ekta Chitnis Joshi, Dr. Dipin Mathur, Dr. Gitanjali Shrivastava

Abstract: In the fast-paced world of information technology (IT), professionals often face high emotional demands, requiring them to suppress genuine feelings to maintain composure and professionalism. This phenomenon, known as emotional dissonance, has been increasingly linked to burnout-a multidimensional construct comprising emotional exhaustion, depersonalisation, and reduced personal accomplishment. The present study empirically investigates the impact of emotional dissonance on burnout among IT professionals, focusing on the mediating role of emotional regulation and the moderating influence of organisational climate. Data were collected from 300 IT professionals across major Indian cities using validated scales, including the Emotional Dissonance Scale (Zapf, 2002), the Maslach Burnout Inventory (Maslach & Jackson, 1981), the Emotion Regulation Questionnaire (Gross & John, 2003), and the Organisational Climate Measure (Patterson et al., 2005). Findings reveal that emotional dissonance significantly predicts burnout, but emotional regulation mitigates its adverse effects. Additionally, a positive organisational climate weakens the dissonance?burnout relationship. The results highlight the importance of emotional intelligence training, supportive leadership, and healthy organisational cultures to promote psychological well-being and sustainability in IT workplaces.

Keywords: Emotional Dissonance, Burnout, Emotional regulation, Organisational climate, Organisational Culture, IT professionals

How to Cite?: Ekta Chitnis Joshi, Dr. Dipin Mathur, Dr. Gitanjali Shrivastava, "The Cost of Pretending: Examining Emotional Dissonance, Emotional Regulation and Burnout in the Indian IT Sector", Volume 14 Issue 11, November 2025, International Journal of Science and Research (IJSR), Pages: 1054-1061, https://www.ijsr.net/getabstract.php?paperid=SR251112140411, DOI: https://dx.doi.org/10.21275/SR251112140411