El-4 The Effects of Emotional Labor on Employee Work Outcomes All scales availableEl-18 Emotional Labor and Health Outcomes: An Overview of Literature and Preliminary Empirical Evidences

EL-29 EMOTIONAL LABOUR IN HOSPITALITY INDUSTRY: LITERATURE REVIEW

El-31 Antecedents and Outcomes of Emotional Labor: A study of employees in the hotel industry

El-41 Emotional labour and the job satisfaction of adventure tour leaders in Australia

MeasuresThree types of quantitative measures were used in this thesis (see Appendix 2). The firstmeasure collected demographic information from participants through a series of closed-endquestions that were developed for the purpose of this study.

The second measure containedthe surface acting and deep acting subscales (3 items each) of Brotheridge and Lees (1998;2003) Emotional Labour Scale (ELS), which measures the frequency of these two dimensionsof emotional labour, using a 5-point Likert-type scale ranging from 1 = Never, to 5 = Always.Although the ELS contains four other subscales that measure situational elements ofemotional labour (including the intensity, frequency, variety, and duration of emotionallabour), the main focus of this study was to examine the effects of surface acting and deepacting on adventure tour leaders job satisfaction. As such, it was outside the scope of thisstudy to include these situational emotional labour subscales in the analysesThe third measure that was used in this study comprised Brayfield and Rothes (1951) Job Satisfaction Index (JSI), 18-items version, which measures overall job satisfaction, using a 5- point Likert-type scale ranging from 1 = Strongly Disagree, to 5 = Strongly Agree. The JSI is often referred to as the overall job satisfaction measure (Furnham 2005).El-43 THE RECOGNITION AND MANAGEMENT OF EMOTIONAL LABOUR IN THE TOURISM INDUSTRY

El-24 Stress,Emotional Labour and Cabin Crew Does Emotional Labour Influence the Well-Being and Retention of Cabin Crew?

After a thorough and detailed research on the existing measures of Emotional Labour (Chapter 1), the Frankfurt Emotions Work Scale (FEWS - English version 4.0; Zapf, Mertini, Seifert, Vogt, Isic, Fischbach & Meyer, 200 1 a) (Appendix 4) was selected.The FEWS consists of 6 subscales Organisational Variables Concerning the organisational variables measures, the questlonnalre by Haynes, Wall, Bolden, Stride and Rick (1999)Job Satisfaction :-The Job Satisfaction measure by Warr et aL (1979) was used in the quantitative studies of this thesis (Appendix 4; Qs: 64-74). This measure consisted of 15 items ((x= 0.90).