Development and validation of the hospitality emotional labor scale

被引：154

作者：

Chu, Kay Hei-Lin

Murrmann, Suzanne K.

机构：

[1] Tunghai Univ, Dept Hosp Management, Taichung 40704, Taiwan

[2] Virginia Tech, Dept Hosp & Tourism Management, Blacksburg, VA 24060 USA

来源：

TOURISM MANAGEMENT | 2006年 / 27卷 / 06期

关键词：

emotional labor; service acting; hospitality employee; scale development; emotive dissonance; emotive effort; hospitality emotional labor scale;

D O I：

10.1016/j.tourman.2005.12.011

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

This paper describes the development and validation of a 19-item instrument (hospitality emotional labor scale, HELS) for assessing employees' perception of emotional labor in hospitality organizations. Three studies were conducted to purify the scale items, examine the scale's dimensionality, and to evaluate the scale's reliability, factor structure, and validity. The internal consistency coefficients from the three studies, ranging from 69 to 88, evidence the reliability of the HELS. The paper concludes with a discussion of potential applications of the scale. (c) 2006 Elsevier Ltd. All rights reserved.

引用

页码：1181 / 1191

页数：11

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