Emotional Labor Scale: A Study of Scale Development, Reliability and Validity


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Pala T., SÜRGEVİL DALKILIÇ O.

EGE ACADEMIC REVIEW, vol.16, no.4, pp.773-787, 2016 (ESCI) identifier

  • Publication Type: Article / Article
  • Volume: 16 Issue: 4
  • Publication Date: 2016
  • Doi Number: 10.21121/eab.2016.484
  • Journal Name: EGE ACADEMIC REVIEW
  • Journal Indexes: Emerging Sources Citation Index (ESCI), TR DİZİN (ULAKBİM)
  • Page Numbers: pp.773-787
  • Keywords: Emotional labor, scale development, reliability, validity, ANTECEDENTS, SERVICE, BURNOUT, CONSEQUENCES, VALIDATION, ROLES, WORK
  • Dokuz Eylül University Affiliated: Yes

Abstract

The aim of this study is to develop a scale appropriate to the working conditions of the service industry in Turkey to measure the phenomenon of "emotional labor." It is hoped that the study that constitutes the stages of building an item pool, content validity, application, construct validity and calculation of the reliability of scale will contribute to researchers working on emotional labor. As a result of the applications and analysis conducted based on this study an emotional labor scale that consists of three dimensions--surface acting, suppression, deep acting--is achieved.