Emotion Work as a Source of Stress: The Concept and Development of an Instrument

This article discussed emotion work as a neglected area in organizational stress research. Emotion work (emotional labour) was defined as the emotional regulation required of the employees in the display of organizationally desired emotions. Based on the existing literature on emotion work and action theory, emotional regulation requirements (sub-scales: the requirement to express positive emotions; the requirement to express and handle negative emotions, the requirement to be sensitive to clients' emotions, and the requirement to show sympathy), emotional regulation possibilities (control), and emotional regulation problems (emotional dissonance) were differentiated. Questionnaires were developed and applied in a sample of employees in a handicapped children's home (N = 83), in the hotel business (N = 175) and employees working in call-centres (N = 250). Scales showed satisfactory reliabilities. Exploratory and confirmatory factor analyses revealed minor problems with discriminant validity of the scales....

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