Construirea si validarea unei scale de mãsurã a dimensiunilor muncii emotionale
Development and validation of a scale measuring the dimensions of emotional work

Summary/Abstract: In this study we aimed at developing a questionnaire to measure emotional work. Experts developed a first form containing four scales: emotional effort, emotional dissonance, emotional consonance and emotional deviance. The next step was to attain construct validation. Because the correlations among the first forms of the scales indicated some overlap of the scales, we performed an exploratory factor analysis. The results indicated the existence of three main scales: emotional effort, emotional deviance and expression of positive emotions. The differences among these scales are more obvious. Moreover, the impact of three determinants of emotional work (job autonomy, emotional demands and client characteristics) on the three remaining scales is congruent with the results found in emotional work literature.

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