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Management Communication Quarterly
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Exploring the Dimensions of Emotional Labor

The Heart of Hochschild’s Work

Susan M. Kruml

University of South Dakota

Deanna Geddes

Temple University

This study empirically identifies the dimensions and initiates the development of a measure of emotional labor. Phase 1 of this project generated items for an exploratory questionnaire to which a broad sample of service workers responded (N = 358). Analysis revealed two dimensions of emotional labor: emotive effort, a construct never before identified in the emotional labor literature; and emotive dissonance, an acknowledged dimension that is further validated by this study. Several viable antecedent constructs of emotional labor also were identified and incorporated into an emerging model of emotional labor. In Phase 2, revised scales were administered to a second sample of service workers (N = 427) for reliability and validity purposes. Structural equation modeling also was used to establish relationships among emotional labor’s dimensions and various antecedent variables, facilitating development of a model of emotional labor.

Management Communication Quarterly, Vol. 14, No. 1, 8-49 (2000)
DOI: 10.1177/0893318900141002
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