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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