Emotion Work as a Source of Stress The Concept and Development of an Instrument

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.The second factor comprised itemsreferring to the variety of emotion display and the need to deal with negativeemotions of clients (example items: How often does it occur in your job that youhave to express unpleasant emotions towards your clients? How often does itoccur in your job that you have to consider negative moods of your clients? ).Asexpected, sensitivity requirements also led to a separate factor (example item:( Does your job require you to pay attention to the feelings of your clients? ).This factor consisted of items that asked whether sensitivity or knowledge aboutthe clients current feelings is a job requirement.Moreover, a factor foremotional dissonance appeared consisting of items referring to displayingemotions not felt as well as to the suppression of felt emotions (example item: A can openly display his/her feelings towards clients B has to displayfeelings towards clients which do not match his/her true feelings.What is yourjob like? ).Finally, a factor comprising items referring to control with regard tosocial situations where emotion work is taking place was developed (exampleitem: Is it up to you how long you pay attention to a client? ).Contrary to ourintention it was not possible to develop a scale for emotion work control.Theitems of this scale loaded on other factors as well, particularly on the emotionaldissonance and the interaction control factor.In Study 2, we used CFA for scale development.We started with the solutionof Study 1 and tried to model a positive emotion display factor and a negativeemotion/variety factor.Moreover, we again tried to model a factor for emotionwork control.The first attempts showed a low fit.Again, it was not possible todevelop a factor for emotion work control, but for interaction control.Second, itturned out that the emotional requirement items fell into four groups: positiveemotions display, negative/variety of emotions, sensitivity requirements, anditems which referred to showing sympathy as a job requirement.The inspectionof the sympathy items showed that these items were difficult to locate on aTABLE 1Descriptive data of study variablesMean SD Emotional Depersonal- Personal Irritation Psychosomatic Self- JobExhaustion ization Accomplishment Complaints esteem SatisfactionBurnout:Emotional exhaustion 2.38 0.84 (0.87)2.20 0.85 (0.85)2.57 1.24 (0.92)Depersonalization 1.56 0.57 0.50** (0.43)2.14 0.95 0.65** (0.67)2.32 0.98 0.58** (0.65)Personal accomplishment 4.97 0.82 0.06 0.02 (0.79)4.57 1.07 0.05 0.05 (0.80)4.75 0.98 0.30** 0.13* (0.78)Irritation 2.97 1.09 0.43** 0.37** 0.15 (0.81)2.89 1.17 0.52** 0.37** 0.07 (0.88)2.71 1.20 0.56** 0.30** 0.15* (0.89)Psychosomatic complaints 2.17 0.73 0.49** 0.36** 0.26* 0.56** (0.91)2.13 0.64 0.70** 0.39 ** 0.06 0.58** (0.91)2.46 0.75 0.64** 0.33** 0.30** 0.62** (0.92)Self-esteem 4.37 0.42 0.21 0.25* 0.17 0.50** 0.28** (0.87)4.40 0.41 0.12 0.04 0.23 0.25** 0.18* (0.71)4.37 0.44 0.25** 0.14** 0.39 0.29** 0.22* (0.69)Job satisfaction 5.18 0.85 0.46** 0.51** 0.12 0.21 0.33** 0.02 (0.75)5.17 1.03 0.50** 0.40** 0.22* 0.23** 0.30** 0.26** a4.36 1.28 0.72** 0.53** 0.34** 0.40** 0.50** 0.19** (0.86)Cronbach s alpha in parentheses; *P [ Pobierz całość w formacie PDF ]

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