Hello
You are invited to participate in this survey about emotional labour (which is the idea at work, you are not just doing physical and mental duties; you are also managing your emotions to accomplish your job). Think about it, you may not always be in a good mood, but do you let your customers know that? Most probably not. But somehow you are able to provide a brilliant service that your customers feel extremely pleased, regardless of how you feel!
In this survey, the target respondents are hotel employees and will be asked questions about their emotions. It will take approximately 15 minutes to complete the questionnaire. Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. Your responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential.
Your participation will help increase the understanding of emotional labour which may someday be used to help employers recognise the importance of emotions in the workplace. If you have questions at any time about the survey, you may contact the email address specified below.
Thank you very much for your time.
Please start with the survey by clicking on the Continue button below.
2.Your age
3.How long have you been an employee at your current job?
4.Type of employment
5.In your career, what is your total length of experience in all hospitality customer-contact positions?
6.I know when to speak about my personal problems to others
7.When I am faced with obstacles, I remember times I faced similar obstacles and overcame them
8.I expect that I will do well on most things I try
9.Other people find it easy to confide in me
10.I find it hard to understand the non-verbal messages of other people
11.Some of the major events of my life have led me to re-evaluate what is important and not important
12.When my mood changes, I see new possibilities
13.Emotions are one of the things that make my life worth living
14.I am aware of my emotions as I experience them
15.I expect good things to happen
16.I like to share my emotions with others
17.When I experience positive emotions, I know how to make it last
18.I arrange events others enjoy
19.I seek out activities that make me happy
20.I am aware of the non-verbal messages I send to others
21.I present myself in a way that makes a good impression on others
22.When I am in a positive mood, solving problems is easy for me
23.By looking at their facial expressions, I recognise the emotions people are experiencing
24.I know why my emotions change
25.When I am in a positive mood, I am able to come up with new ideas
26.I have control over my emotions
27.I easily recognise my emotions as I experience them
28.I motivate myself by imagining a good outcome to tasks I take on
29.I compliment others when they have done something well
30.I am aware of the non-verbal messages other people send
31.When another person tells me about an important event in his or her life, I almost feel as though I have experienced this event myself
32.When I feel a change in emotions, I tend to come up with new ideas
33.When I am faced with a challenge, I give up because I believe I will fail
34.I know what other people are feeling just by looking at them
35.I help other people feel better when they are down
36.I use good moods to help myself keep trying in the face of obstacles
37.I can tell how people are feeling by listening to the tone of their voice
38.It is difficult for me to understand why people feel the way they do
39. I feel emotionally drained from my work
40.I feel used up at the end of the work day
41.I feel fatigued when I get up in the morning and have to face another day on the job
42.I feel burned out from my work
43.I worry that this job is hardening me emotionally
45.I feel frustrated by my job
46.I feel I am working too hard on my job
47.I have accomplished many worthwhile things in this job
48.I feel like I’m at the end of my rope
49.In my work, I deal with emotional problems very calmly
When answering some of the following statements, please think of the customers who receive the service you provide, even though you may use another term in your work, for example clients or guests.
50. I can easily understand how my customers feel about things
51.I feel I treat some customers as if they were impersonal objects
52.Working with people all day is really a strain for me
53.I deal very effectively with the problems of my customers
54.I feel I’m positively influencing other people’s lives through my work
55.I’ve become more callous toward people since I took this job
56.I don’t really care what happens to some customers
57.Working with people directly puts too much stress on me
58.I can easily create a relaxed atmosphere with my customers
59.I feel exhilarated after working closely with my customers
60.I feel customers blame me for some of their problems
61.I put on an act in order to deal with customers in an appropriate way
62.I try to actually experience the emotions that I must show to customers
63.I put on a ‘show’ or ‘performance’ when interacting with customers
64.I fake a good mood when interacting with customers
65.I make an effort to actually feel the emotions that I need to display toward others
66.I just pretend to have the emotions I need to display for my job
67.The emotions I show customers come naturally
68.I work hard to feel the emotions that I need to show to customers
69.I show feelings to customers that are different from what I feel inside
70.I fake the emotions I show when dealing with customers
71.I put on a ‘mask’ in order to display the emotions I need for the job
72.I work at developing the feelings inside of me that I need to show to customers
73.The emotions I express to customers are genuine
74.The emotions I show customers match what I spontaneously feel
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