Emotional Labour

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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.

1.Your gender

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

44.I feel very energetic

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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Emotional Labour

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