Revista Latinoamericana de Psicología
Print version ISSN 0120-0534
MORENO-JIMENEZ, Bernardo; GALVEZ HERRER, Macarena; RODRIGUEZ-CARVAJAL, Raquel and GARROSA HERNANDEZ, Eva. Emotions and health in work settings: analyses of the emotional labour construct and development of a questionnaire. rev.latinoam.psicol. [online]. 2010, vol.42, n.1, pp. 63-73. ISSN 0120-0534.
Emotional Labour (EL) is a multidimensional concept, related to display positive and negative emotions, its variety and frequency, emotional requirements of job role, and to control the interaction process. These elements influence worker performance and psychological well-being. The aim of this research was to study and analysis the EL construct and it multidimensional nature as well as to develop an instrument to assess not only the classical dimensions of it (i.e. emotional dissonance) but also organizational rules that regulate emotional requirements of job roles. Results on Spanish cashiers (N=458) shown excellent psychometric data on reliability, construct, and criteria validity. As regards criteria validity, results ratify previous data related to the relation between EL and burnout.
Keywords : emotional work; emotional labour; burnout; cashiers; psychometric; performance.