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Published on: May 31, 2021
[Validation of the Spanish version of the Frankfurt Emotion Work Scales]
Silvia Ortiz Bonnín1, Capilla Navarro Guzmán, Esther García Buades
1Facultad de Psicología, Universitat de les Illes Balears, 07122 Palma de Mallorca, Spain. silvia.ortiz@uib.es
Abstract:
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.
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