title: [Validation of the Spanish version of the Frankfurt Emotion Work Scales].
abstract: This study presents the validity and reliability analysis of a questionnaire that assesses emotion work in the service sector. Emotion work is a term introduced by Hochschild (1983) and it refers to the expression of organizationally desirable emotions to influence the interactions with clients at work. The results show a 6-factor structure: Requirement to display Positive, Negative and Neutral Emotions, Sensitivity Requirements, Interaction Control and Emotional Dissonance. The analysis of the sub-scale scores reveals that the most frequently expressed emotions are positive, whereas negative emotions are expressed less frequently.
authors.affiliation: Facultad de Psicología, Universitat de les Illes Balears, 07122 Palma de Mallorca, Spain. silvia.ortiz@uib.es
authors.forename: Silvia
authors.initials: S
authors.lastname: Ortiz Bonnín
authors.forename: Capilla
authors.initials: C
authors.lastname: Navarro Guzmán
authors.forename: Esther
authors.initials: E
authors.lastname: García Buades
authors.forename: Carmen
authors.initials: C
authors.lastname: Ramis Palmer
authors.forename: M Antonia
authors.initials: MA
authors.lastname: Manassero Mas
mesh_terms: D000293:Adolescent; D000328:Adult; D004644:Emotions; D019260:Expressed Emotion; D006798:Housing; D006801:Humans; D007398:Interpersonal Relations; D008875:Middle Aged; D011594:Psychometrics / Q000706:statistics & numerical data; D015203:Reproducibility of Results; D012147:Restaurants; D012919:Social Behavior; D012928:Social Desirability; D013030:Spain; D011795:Surveys and Questionnaires; D014175:Translating; D014195:Travel; D014937:Work / Q000523:psychology*; D055815:Young Adult