Ortiz Bonnín Silvia, Navarro Guzmán Capilla, García Buades Esther, Ramis Palmer Carmen, Manassero Mas M Antonia
Facultad de Psicología, Universitat de les Illes Balears, 07122 Palma de Mallorca, Spain.
Psicothema. 2012 May;24(2):337-42.
This study presents the validity and reliability analysis of a questionnaire that assesses emotion work in the service sector. Emotion work is a term introduced by Hochschild (1983) and it refers to the expression of organizationally desirable emotions to influence the interactions with clients at work. The results show a 6-factor structure: Requirement to display Positive, Negative and Neutral Emotions, Sensitivity Requirements, Interaction Control and Emotional Dissonance. The analysis of the sub-scale scores reveals that the most frequently expressed emotions are positive, whereas negative emotions are expressed less frequently.
