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Measuring emotional labour : a construct validation and cross-validation study

conference contribution
posted on 06.12.2017, 00:00 by C 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

01/01/2006

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

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