SADS · Degree of warm and friendly emotional display in daily service interactions
State Affective Delivery Performance Scale
Overview
State Affective Delivery Performance Scale
Daily performance of socially appropriate, warm, and sincere emotional displays toward customers.
- Construct
- Degree of warm and friendly emotional display in daily service interactions
- Target Population
- Employees who interact with customers, patients, or students.
- Response Format
- 5-point Likert format ranging from 1 = strongly disagree to 5 = strongly agree.
- Number of Items
- 9 items
- Year
- 2003
- Adaptation Year
- 2019
Structure
Subscales
Duygu Performansı/Affective Delivery
6 itemsDisplaying warm, friendly, and appropriate emotions toward customers.
Kendini kaybetme-karakterden çıkma/Breaking Character
3 itemsShowing negative emotions when sad or angry during customer interactions.
Statistics
Reliability
Multilevel reliability values were .89/.98 for affective delivery and .67/.83 for breaking character at within-/between-person levels.
Evidence
Validity Notes
Multilevel CFA results indicated that the state-adapted scale structure fit the data.
Downloads
How to Cite
Peker, M. (2019). The buffering role of action-state orientation in emotional labor process: Personality Systems Interaction Theory approach. (Publication No. 616930) [Doctoral dissertation, Ege University].
Citation for Original Scale
Grandey, A. A. (2003). When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46, 86-96. https://doi.org/10.5465/30040678