Development and validation of the Emotional Labour Scale

Abstract

This paper describes the development and validation of the Emotional Labour Scale (ELS) as tested on samples of 296 and 238 respondents. The ELS is a 15‐item self‐report questionnaire that measures six facets of emotional display in the workplace, including the frequency, intensity and variety of emotional display, the duration of interaction, and surface and deep acting. Estimates of internal consistency for the subscales ranged from .74 to .91. Confirmatory factor analysis results provided support for the existence of six unidimensional subscales. Evidence was also provided for convergent and discriminant validity.

Emotion work in the Hellenic frontline services environment: how it relates to emotional exhaustion and work attitudes

“…On the other hand, although deep acting also requires effort from the part of the individual it normally results in greater alignment between actual and displayed emotions; hence, in a reduction in the respective dissonance. These differences between deep and surface acting are critical as regards the ways in which they relate, or they are expected to relate, to outcomes of emotion work (e.g., Ashforth & Tomiuk, 2000;Brotheridge & Lee, 2003;Grandey, 2003;Hochschild, 1983;Morris & Feldman, 1996;Rafaeli & Sutton, 1987;Zapf, 2002).…”

“…These dimensions pertain to characteristics and demands of emotion work that are not encompassed by the disguise or modification of one's actual feelings, and include the frequency of emotional display, the intensity of displayed emotion, and the variety of displayed emotions (Brotheridge & Lee, 2003;Morris & Feldman, 1996). Surface and deep acting have been considered as primary dimensions of emotion work, whilst frequency, intensity and variety…”

“…Indeed, the identification of frequency, intensity and variety as dimensions of emotion work has been inconsistent and more recent than the identification of surface and deep acting (see, for example, Brotheridge & Grandey, 2002;Brotheridge & Lee, 2003;Grandey, 2003;Hochschild, 1983; but also see Morris & Feldman, 1996). Therefore, it is reasonable to expect that these three secondary dimensions bear weaker and less consistent relationships with correlates and outcomes of emotion work.…”

Emotion work and emotional exhaustion in teachers: the job and individual perspective

“…Several studies found evidence of a link between emotional labour and emotional exhaustion ( e.g. Brotheridge and Lee 2003;Näring et al 2006;Zammuner and Lotto 2001). Such findings are in line with the more general idea that emotional job demands may lead to burnout (Maslach 1982).…”

Servir Les Clients Avec Le Sourire: Un Cadre Motivationnel Pour Mieux Prédire Les Stratégies De Régulation Émotionnelle

“…Globalement, la régulation de surface s'avère plus néfastes pour l'employé (Brotheridge & Lee, 2002;Mann, 1999;Schaubroek & Jones, 2000;Côté & Morgan, 2002;Brotheridge & Grandey, 2002;Grandey, 2003). Toutefois, la stratégie de profondeur n'exerce aucun effet ou sinon un effet bénéfique sur ces mêmes conséquences (Grandey, 2003;Brotheridge & Grandey, 2002;Brotheridge & Lee, 2003).…”