| Dimensions of Emotional Labor | ||
| Surface Acting | WM | VI |
| I fake the emotions that I must show to the customers. | 2.59 | Low |
| I put on a “mask” in order to express the right emotions for my job. | 3.01 | Average |
| I just pretend to have emotions I need to display for my job. | 2.62 | Average |
| I put on an act in order to deal with patients in an appropriate way. | 3.56 | High |
| Overall Weighted Mean (SA) | 2.95 | Average |
| Deep Acting | WM | VI |
| I try to actually experience the emotions that I must show to the customers. | 4.09 | High |
| I make an effort to actually feel the emotions that I need to display towards others. | 4.42 | Very High |
| I work at developing the feelings inside of me that I need to show to customers. | 3.58 | High |
| I work hard to feel the emotions that I need to show to customers. | 4.42 | Very High |
| Overall Weighted Mean (DA) | 4.13 | High |
| Naturally Felt Emotions | WM | VI |
| The emotions I express to customers are genuine. | 4.11 | High |
| The emotions I show customers come naturally. | 3.72 | High |
| The emotions I show customers match what I spontaneously feel. | 4.11 | High |
| Overall Weighted Mean (NFE) | 3.98 | High |
| Emotional Termination (Suppression) | WM | VI |
| When there is disagreement with the customer, I will serve according to the customer’s requirements without any emotional change. | 3.48 | High |
| When I cannot communicate with customers normally, I will choose not to communicate and without any emotions. | 3.43 | High |
| I have no feelings when customers’ demand is too much or difficult to satisfy. | 3.49 | High |
| When customers disapprove of my service, I will choose silence. | 3.49 | High |
| When customers ask for too much, I just work by the organizations’ rules without emotions. | 3.48 | High |
| Overall Weighted Mean (ET) | 3.48 | High |