Development and validation of the hospitality emotional labor scale

This paper describes the development and validation of a 19-item instrument (hospitality emotional labor scale, HELS) for assessing employees' perception of emotional labor in hospitality organizations. Three studies were conducted to purify the scale items, examine the scale's dimensionality, and to evaluate the scale's reliability, factor structure, and validity. The internal consistency coefficients from the three studies, ranging from 69 to 88, evidence the reliability of the HELS. The paper concludes with a discussion of potential applications of the scale. (c) 2006 Elsevier Ltd. All rights reserved.