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| Author: | Chu, K. H-L. Murrmann, S. K. |
| Title: | Development and validation of the hospitality emotional labor scale |
| Journal: | Tourism Management
2006 : DEC, VOL. 27:6, p. 1181-1191 |
| Index terms: | emotions reliability service |
| Language: | eng |
| Abstract: | This study discusses the development and validation of a 19-item instrument (hospitality emotional labor scale, HELS) for evaluating employees' perception of emotional labor in hospitality organisations. Three studies were conducted to purify the scale items, examine the scale's dimensionality, and to assess the scale's reliability, factor structure, and validity. |
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