DEVELOPMENT OF THE GENERAL EMOTIONAL LABOR SCALE – URDU (GELS – U)

The purpose of the current research is to develop a scale thatmeasures Emotional Labor in Urdu and the study describes theprocedure followed to develop the General Emotional Labor Scale– Urdu (GELS – U). The process of scale development was brokenup into different phases. The first phase of scale construction dealtwith item generation and the second involved conducting a pilotstudy. The sample for the pilot study consisted of 308 individuals.Based on the results of the pilot study the items of the scale werereduced from 49 to 30 using factor analysis and item-totalcorrelations. The last phase of the study entailed normsdevelopment and establishing the reliability of GELS – U. For thispurpose, the sample consisted of 505 individuals. The internalconsistency of GELS – U was found to be 0.810, and the test-retestreliability was 0.871. Thus, the General Emotional Labor Scale –Urdu was developed as a measure of emotional labor in the nationallanguage of Pakistan – i.e. Urdu. Such a scale can be useful fornot just researchers but for organizations in the service sector aswell. This will help understanding in the performance of emotionallabor, its effects on employees and the possibility of trainingemployees who might need to perform such labor