Psicothema was founded in Asturias (northern Spain) in 1989, and is published jointly by the Psychology Faculty of the University of Oviedo and the Psychological Association of the Principality of Asturias (Colegio Oficial de Psicología del Principado de Asturias).
We currently publish four issues per year, which accounts for some 100 articles annually. We admit work from both the basic and applied research fields, and from all areas of Psychology, all manuscripts being anonymously reviewed prior to publication.
Psicothema, 2012. Vol. Vol. 24 (nº 2). 337-342
Silvia Ortiz Bonnín, Capilla Navarro Guzmán, Esther García Buades, Carmen Ramis Palmer y Mª Antonia Manassero Mas
Universitat de les Illes Balears
Este estudio presenta el análisis de validez y fiabilidad del cuestionario Frankfurt Emotion Work Scales (FEWS), que evalúa el trabajo emocional de los empleados del sector servicios. El trabajo emocional es un término acuñado por Hochschild (1983) y se define como la expresión de emociones organizacionalmente deseables para influir en las interacciones con los clientes en el trabajo. Los resultados muestran una estructura final de 6 factores: Expresar emociones (positivas, negativas y neutras), Sensibilidad requerida, Control de la interacción y Disonancia emocional. El análisis de las puntuaciones de las subescalas muestra que las emociones más frecuentemente expresadas son las positivas, mientras que las emociones negativas son las que se expresan con menos frecuencia.
Validation of the Spanish version of the Frankfurt Emotion Work Scales. 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.