SELS · Degree of daily emotional labor in customer interactions
State Emotional Labor Scale
Overview
State Emotional Labor Scale
Daily emotional labor strategies used by employees to regulate felt or displayed emotions during customer interactions, including surface acting, deep acting, and naturally felt emotional displays.
- Construct
- Degree of daily emotional labor in customer interactions
- Target Population
- Employees who interact with customers, patients, or students.
- Response Format
- 5-point Likert format ranging from 1 = never to 5 = always.
- Number of Items
- 13 items
- Year
- 2012
- Adaptation Year
- 2019
Structure
Subscales
Yüzeysel Davranma/Surface Acting
6 itemsPretending or changing outward emotional expressions toward customers.
Derin Davranma/
Deep 4Acting itemsTrying to actually experience the emotions that should be displayed to customers.
Doğal Duygular/Naturally Felt Emotions
3 itemsDisplaying sincere and naturally felt emotions toward customers.
Statistics
Reliability
Multilevel reliability values were .82/.96 for surface acting, .79/.98 for deep acting, and .86/.99 for natural emotions at within-/between-person levels.
Evidence
Validity Notes
Multilevel CFA results indicated that the state-adapted scale structure fit the data.
Notes
Additional Notes
Peker (2019) prepared occupation-specific forms by using student/school, patient/institution, and customer/company wording. The analytic model focused on surface acting and deep acting. The original Emotional Labor Scale developed by Diefendorff et al. (2005) consisted of 14 items. In the Turkish adaptation study, one item was removed because its factor loadings on two factors were too close to each other, leaving a 13-item Turkish form with three subscales: surface acting, deep acting, and naturally felt emotions (Basım & Beğenirbaş, 2012). The state/daily version used in Peker’s doctoral dissertation followed this Turkish adapted form by adding “today” to the beginning of the items (Peker, 2019).
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
Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339–357. https://doi.org/10.1016/j.jvb.2004.02.001 Basım, H. N., & Beğenirbaş, M. (2012). Çalışma yaşamında duygusal emek: Bir ölçek uyarlama çalışması. Yönetim Ve Ekonomi Dergisi, 19(1), 77-90. https://izlik.org/JA58BB62UU