THE EMOTIONAL LABOUR INSTRUMENT (ELI): A SCALE FOR SERVICE EMPLOYEES

Author (s) : Dr.K.Geetha & Dr.C.V.Sujaritha

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Abstract :
Purpose – The goal of this study was to "create and validate" an emotional labour instrument (ELI) with psychometric features capable of evaluating EL in a variety of service industries, including hospitality. Design/methodology/approach - The data of 150 employees from three, four, and five-star hotels was gathered and assessed for factor analysis (FA) including exploratory factor analysis (EFA) for which SPSS (version 25) was used. The dimensions covered surface acting (SA), deep acting (DA), natural felt emotions (NFE), emotional termination (ET), and emotional intelligence (EI). level of reliability and validity. Originality/value – Current study is empirical, and it is based on a review of a number of previous investigations that resulted in ELI 16 components. The study was carried out in stages to make it easier for newcomers to understand. This scale does its best to assist researchers who are reviewing a complex, step-by-step prepared questionnaire.

Keywords : Reliability, Validity, EFA, Emotional Labour Instrument (ELI)

Conference Date : 30/08/2019

Pages : 290

Paper ID : 19281