Measuring emotional labour : a construct validation and cross-validation study
conference contribution
posted on 2017-12-06, 00:00authored byC Jordan, S Kiffin-Petersen, G Soutar
Emotional labour (EL) refers to mechanisms employees use to adjust their outward expression of emotion, during customer-employee exchanges, and in order to meet organisational expectations. Consistent with guidelines for demonstrating the psychometric properties of a construct, it is important to measure the reliability and validity of such instruments to determine their usefulness for future research. To date, no research known to the current researchers has validated the commonly-used EL scale through a cross-validation procedure. The results of this study provide support for a two-factor model of EL, with dimensions of surface and deep acting, which is invariant across the two samples of nurses. This research confirms the generalisability and usefulness of this scale in measuring EL in the workplace.
Funding
Category 1 - Australian Competitive Grants (this includes ARC, NHMRC)
History
Editor
Kennedy J; Di Milia V
Parent Title
Proceedings of the 20th ANZAM Conference [electronic resource] : Management : pragmatism, philosophy, priorities
Start Page
1
End Page
19
Number of Pages
19
Start Date
2006-01-01
ISBN-10
1921047348
Location
Yeppoon, Qld.
Publisher
Australian and New Zealand Academy of Management
Place of Publication
Lindfield, NSW
Peer Reviewed
Yes
Open Access
No
External Author Affiliations
Graduate School of Management; International conference;
Era Eligible
No
Name of Conference
Australian and New Zealand Academy of Management. International conference