Emotional labor (KELS®11): scale development and validation in the Korean context

Abstract

Background: Emotional labor refers to the management of emotions and expressions to meet the emotional requirements of a job role. This study aimed to develop a revised version of the Korean Emotional Labor Scale (KELS (R) 11), based on the first edition (KELS-24) introduced in 2014, and to provide practical applications and guidelines for its use in the Korean workplace through a validation process. Methods: The revised version of KELS (R) 11 was derived from the 24-item KELS, following a review process involving eight experts. To validate the scale's reliability and validity, a self-administered survey was conducted among 359 service industry workers using KELS (R) 11, burnout, and depression scales. KELS (R) 11 was reclassified, and its reliability and validity were evaluated. Receiver operating characteristic curve analysis was conducted to establish sex-specific cutoff values (normal vs. high-risk groups). Results: KELS (R) 11 was designed to account for individual, organizational, and cultural contexts. It consists of four subscales and 11 items: "emotional regulation" (2 items), "emotional dissonance" (3 items), "organizational monitoring" (2 items), and "organizational protective system for emotional labor" (4 items). KELS (R) 11 demonstrated good validity (content validity ratio: 0.84; item convergence/discriminant validity success rates: 100%; correlation with burnout: r = 0.185-0.436, p < 0.01; correlation with depression: r = 0.128-0.339, p < 0.05) and reliability (Cronbach's alpha: 0.597-0.795). Additionally, sex-specific reference values were established to determine risk groups based on the intensity of emotional labor exposure. Conclusions: KELS (R) 11 is a validated and reliable measurement tool designed to assess the intensity and magnitude of emotional labor in the workplace. The revised tool reflects critical considerations in the development of emotional labor measurement scales.