Refining emotional labour metrics: The hospitality situational judgement test

The research introduces a situational judgement test (SJT) designed to measure emotional labour in the hospitality industry, adhering to Morris and Feldman’s theoretical model. The newly developed test was rigorously validated across three distinct studies, which confirmed its psychometric robustness through confirmatory factor analysis, reliability assessments, and various forms of validity testing. The findings highlight the SJT’s effectiveness in quantifying emotional labour, thereby offering a practical tool for enhancing employee selection, performance assessment, and training within the hospitality sector.