We are MS scholars of Management Sciences, conducting a survey on “Emotional

Intelligence, Organizational Politics and Employee Work Behaviors” You are kindly
requested to respond to the following statements. Your responses are of great importance
as this survey forms a part of MS research study. We therefore value your cooperation
very highly. The survey comprise of different kind of questions. There is no right and
wrong answer to the question. We are only interested in your personal opinions. Your
responses will be treated in strict confidence and will only be used for research purposes.
Thanking you in advance.

SECTION ---I
Gender: 1. Male 2. Female

Age Group: 1. Up to 25 2. 26-45 3. 46-55 4. 56+

Education: 1. Bachelor’s 2. Master’s 3. PhD

If other pleases specify_________________________

Institution Name:
Nature of employment: 1. Contractual 2. Permanent 3. Others ________________

Length of service: 1. Up to 1 Year 2. 2-5 Year 3. 5-10 Year 4. 10+ Year

Items Strongly Disagree Neutral Agree Strongly

Disagree Agree
Emotional Labor
Surface Acting
I put on a “show” or “performance” when 1 2 3 4 5
interacting with customers
I put on a “mask” in order to display the 1 2 3 4 5
emotions I need for the job
I show feelings to customers that are different 1 2 3 4 5
from what I feel inside
I fake the emotions I show when dealing with 1 2 3 4 5
customers

Deep Acting
I try to actually experience the emotions that I 1 2 3 4 5
must show to customers
I make an effort to actually feel the emotions 1 2 3 4 5
that I need to display toward others
I work hard to feel the emotions that I need to 1 2 3 4 5
show to customers
. I work at developing the feelings inside of me 1 2 3 4 5
that I need to show to customers
 Emotional Exhaustion
I feel frustrated by my job 1 2 3 4 5
I fell I’m working too hard on my job 1 2 3 4 5
Working with people directly puts too much 1 2 3 4 5
stress on me
I feel emotionally drained from my work 1 2 3 4 5
Customer Satisfaction
I am satisfied with this social care service and 5 4 3 2 1
its performance
My choice to get this social care service has 5 4 3 2 1
been a wise one
I am not happy with what I did not with this 5 4 3 2 1
social care service. r
I feel bad about my decision to get this social
care service. r