{
  "schemaVersion": 1,
  "testId": "kels11-emotional-labor",
  "releaseId": "shadow16-kels11-2025-v1",
  "locale": "zh-CN",
  "localeRevision": 1,
  "title": "KELS情绪劳动测试",
  "instructions": "请按目前工作的实际情况作答。每题选择最符合你想法的一项。",
  "minValue": 1,
  "maxValue": 4,
  "responseOptions": [
    "完全不符合",
    "不符合",
    "符合",
    "非常符合"
  ],
  "axisOrder": [
    "ER",
    "ED",
    "OM",
    "PS"
  ],
  "axes": {
    "ER": {
      "low": "LOW_ER",
      "high": "ER",
      "name": "情绪调节要求",
      "enName": "Demands to regulate emotions"
    },
    "ED": {
      "low": "LOW_ED",
      "high": "ED",
      "name": "情绪冲突",
      "enName": "Emotional dissonance"
    },
    "OM": {
      "low": "LOW_OM",
      "high": "OM",
      "name": "组织监控",
      "enName": "Organizational monitoring"
    },
    "PS": {
      "low": "LOW_PS",
      "high": "PS",
      "name": "保护机制不足",
      "enName": "Insufficient protective system"
    }
  },
  "items": [
    {
      "itemId": "kels11-q01",
      "displayNumber": 1,
      "prompt": "接待客户时，我只能按公司的规定或要求表达情绪。",
      "left": "完全不符合",
      "right": "非常符合",
      "en": {
        "prompt": "When dealing with customers, I have no choice but to express my emotions as the company's guidelines or demands require.",
        "left": "Not at all true",
        "right": "Very true"
      },
      "axisId": "ER",
      "leftPole": "LOW_ER",
      "rightPole": "ER",
      "coefficient": 1,
      "weight": 1,
      "sourceItemNumber": 1
    },
    {
      "itemId": "kels11-q02",
      "displayNumber": 2,
      "prompt": "工作中接待客户时，我会隐藏自己的真实情绪。",
      "left": "完全不符合",
      "right": "非常符合",
      "en": {
        "prompt": "When dealing with customers at work, I hide my genuine emotions.",
        "left": "Not at all true",
        "right": "Very true"
      },
      "axisId": "ER",
      "leftPole": "LOW_ER",
      "rightPole": "ER",
      "coefficient": 1,
      "weight": 1,
      "sourceItemNumber": 2
    },
    {
      "itemId": "kels11-q03",
      "displayNumber": 3,
      "prompt": "客户提出超出我能力或权限范围的要求时，我也得应对。",
      "left": "完全不符合",
      "right": "非常符合",
      "en": {
        "prompt": "I have to deal with customers who ask me to do things beyond my ability or authority.",
        "left": "Not at all true",
        "right": "Very true"
      },
      "axisId": "ED",
      "leftPole": "LOW_ED",
      "rightPole": "ED",
      "coefficient": 1,
      "weight": 1,
      "sourceItemNumber": 3
    },
    {
      "itemId": "kels11-q04",
      "displayNumber": 4,
      "prompt": "接待客户时，我觉得自己连情绪也一并卖出去了。",
      "left": "完全不符合",
      "right": "非常符合",
      "en": {
        "prompt": "When serving customers, I feel that I am selling my emotions as well.",
        "left": "Not at all true",
        "right": "Very true"
      },
      "axisId": "ED",
      "leftPole": "LOW_ED",
      "rightPole": "ED",
      "coefficient": 1,
      "weight": 1,
      "sourceItemNumber": 4
    },
    {
      "itemId": "kels11-q05",
      "displayNumber": 5,
      "prompt": "接待客户时，我会觉得心里受了伤。",
      "left": "完全不符合",
      "right": "非常符合",
      "en": {
        "prompt": "When dealing with customers, I feel emotionally hurt.",
        "left": "Not at all true",
        "right": "Very true"
      },
      "axisId": "ED",
      "leftPole": "LOW_ED",
      "rightPole": "ED",
      "coefficient": 1,
      "weight": 1,
      "sourceItemNumber": 5
    },
    {
      "itemId": "kels11-q06",
      "displayNumber": 6,
      "prompt": "单位会监控我有没有按要求接待客户（如通过摄像头等）。",
      "left": "完全不符合",
      "right": "非常符合",
      "en": {
        "prompt": "I am monitored to check whether I serve customers as my workplace requires (for example, by CCTV).",
        "left": "Not at all true",
        "right": "Very true"
      },
      "axisId": "OM",
      "leftPole": "LOW_OM",
      "rightPole": "OM",
      "coefficient": 1,
      "weight": 1,
      "sourceItemNumber": 6
    },
    {
      "itemId": "kels11-q07",
      "displayNumber": 7,
      "prompt": "接待客户出现问题时，我会在自己没有过错的情况下受到单位的不公平对待。",
      "left": "完全不符合",
      "right": "非常符合",
      "en": {
        "prompt": "When a problem arises while dealing with customers, I receive unfair treatment from my workplace even when I am not at fault.",
        "left": "Not at all true",
        "right": "Very true"
      },
      "axisId": "OM",
      "leftPole": "LOW_OM",
      "rightPole": "OM",
      "coefficient": 1,
      "weight": 1,
      "sourceItemNumber": 7
    },
    {
      "itemId": "kels11-q08",
      "displayNumber": 8,
      "prompt": "单位内部有正式的制度和流程，帮助解决接待客户时发生的问题。",
      "left": "完全不符合",
      "right": "非常符合",
      "en": {
        "prompt": "My workplace has formal systems and procedures that help resolve problems arising when dealing with customers.",
        "left": "Not at all true",
        "right": "Very true"
      },
      "axisId": "PS",
      "leftPole": "PS",
      "rightPole": "LOW_PS",
      "coefficient": -1,
      "weight": 1,
      "sourceItemNumber": 8
    },
    {
      "itemId": "kels11-q09",
      "displayNumber": 9,
      "prompt": "单位有应对客户接待问题的行为指引或手册，例如怎样处理恶意客户。",
      "left": "完全不符合",
      "right": "非常符合",
      "en": {
        "prompt": "My workplace has guidelines or manuals for handling problems that arise when dealing with customers, such as dealing with malicious customers.",
        "left": "Not at all true",
        "right": "Very true"
      },
      "axisId": "PS",
      "leftPole": "PS",
      "rightPole": "LOW_PS",
      "coefficient": -1,
      "weight": 1,
      "sourceItemNumber": 9
    },
    {
      "itemId": "kels11-q10",
      "displayNumber": 10,
      "prompt": "接待客户的行为指引或手册，对保护我有帮助。",
      "left": "完全不符合",
      "right": "非常符合",
      "en": {
        "prompt": "Customer-service guidelines or manuals help protect me.",
        "left": "Not at all true",
        "right": "Very true"
      },
      "axisId": "PS",
      "leftPole": "PS",
      "rightPole": "LOW_PS",
      "coefficient": -1,
      "weight": 1,
      "sourceItemNumber": 10
    },
    {
      "itemId": "kels11-q11",
      "displayNumber": 11,
      "prompt": "我获得了处理客户要求所需的权限或自主权。",
      "left": "完全不符合",
      "right": "非常符合",
      "en": {
        "prompt": "I have been given the authority or autonomy to address customers' requests.",
        "left": "Not at all true",
        "right": "Very true"
      },
      "axisId": "PS",
      "leftPole": "PS",
      "rightPole": "LOW_PS",
      "coefficient": -1,
      "weight": 1,
      "sourceItemNumber": 11
    }
  ],
  "scoringVersion": "kels11-2025-original-four-domain-sums-v1",
  "resultViewVersion": "dimension-profile-v1",
  "reportVersion": "kels11-2025-report-v1",
  "engine": "bipolar-weighted-v1",
  "requiredCapabilities": [
    "statement-likert-v1",
    "weighted-dimensions-v1",
    "dimension-bars-v1",
    "dimension-profile-v1",
    "even-likert-v1",
    "dimension-score-display-v1"
  ],
  "report": {
    "kind": "dimension-profile-v1",
    "title": "你的情绪劳动画像",
    "subtitle": "看看接待客户时的情绪要求、冲突，以及单位怎样监控和保护员工。",
    "tiedSubtitle": "看看接待客户时的情绪要求、冲突，以及单位怎样监控和保护员工。",
    "poles": {
      "LOW_ER": {
        "name": "情绪表达要求较弱",
        "description": "对按单位要求表达情绪、隐藏真实情绪这两类描述的整体认同程度较低。",
        "en": {
          "name": "Weaker demands to regulate emotions",
          "description": "Lower overall agreement with having to express emotions as required and hide genuine emotions."
        }
      },
      "ER": {
        "name": "情绪表达要求较强",
        "description": "对按单位要求表达情绪、隐藏真实情绪这两类描述的整体认同程度较高。",
        "en": {
          "name": "Stronger demands to regulate emotions",
          "description": "Greater overall agreement with having to express emotions as required and hide genuine emotions."
        }
      },
      "LOW_ED": {
        "name": "情绪冲突感较弱",
        "description": "对超出能力或权限的要求、出售情绪感与情感受伤等经历的整体认同程度较低。",
        "en": {
          "name": "Less emotional dissonance",
          "description": "Lower overall agreement with experiences involving demands beyond one’s ability or authority, selling emotions and emotional hurt."
        }
      },
      "ED": {
        "name": "情绪冲突感较强",
        "description": "对超出能力或权限的要求、出售情绪感与情感受伤等经历的整体认同程度较高。",
        "en": {
          "name": "Greater emotional dissonance",
          "description": "Greater overall agreement with experiences involving demands beyond one’s ability or authority, selling emotions and emotional hurt."
        }
      },
      "LOW_OM": {
        "name": "监控与不公感较弱",
        "description": "对被监控接待过程、无过错仍受单位不公对待等描述的整体认同程度较低。",
        "en": {
          "name": "Less perceived monitoring and unfair treatment",
          "description": "Lower overall agreement with being monitored during customer interactions and receiving unfair treatment despite not being at fault."
        }
      },
      "OM": {
        "name": "监控与不公感较强",
        "description": "对被监控接待过程、无过错仍受单位不公对待等描述的整体认同程度较高。",
        "en": {
          "name": "Greater perceived monitoring and unfair treatment",
          "description": "Greater overall agreement with being monitored during customer interactions and receiving unfair treatment despite not being at fault."
        }
      },
      "LOW_PS": {
        "name": "保护资源较充足",
        "description": "对制度流程、行为指引、实际保护与处理权限等资源的存在和作用，整体认同程度较高。",
        "en": {
          "name": "More sufficient protective resources",
          "description": "Greater overall endorsement of the presence and functioning of formal procedures, guidelines, practical protection and decision-making resources."
        }
      },
      "PS": {
        "name": "保护资源较缺乏",
        "description": "对制度流程、行为指引、实际保护与处理权限等资源的存在和作用，整体认同程度较低。",
        "en": {
          "name": "Less sufficient protective resources",
          "description": "Lower overall endorsement of the presence and functioning of formal procedures, guidelines, practical protection and decision-making resources."
        }
      }
    },
    "dimensionScores": {
      "ER": {
        "offset": 2,
        "divisor": 1,
        "decimalPlaces": 0,
        "description": "原分范围2–8分。两题分别看按单位要求表达情绪，以及隐藏真实情绪。分数越高，对这些情绪调节要求的整体认同程度越高。",
        "sections": [
          {
            "id": "daily-er",
            "title": "放回一次具体接待",
            "kind": "paragraphs",
            "paragraphs": [
              "客户提出让你为难的要求，你心里有情绪，话语和表情仍要按工作要求收住。这一项围绕这种表达限制，以及隐藏真实情绪的情况。"
            ]
          }
        ],
        "en": {
          "description": "Original range: 2–8. Two items concern expressing emotions as the workplace requires and hiding genuine emotions. Higher scores mean greater overall agreement with these demands to regulate emotions.",
          "sections": [
            {
              "id": "daily-er",
              "title": "Recall a specific customer interaction",
              "kind": "paragraphs",
              "paragraphs": [
                "A customer makes a difficult request; you have feelings about it, but your words and expression still have to follow workplace requirements. This component concerns those constraints on expression and the hiding of genuine emotions."
              ]
            }
          ]
        }
      },
      "ED": {
        "offset": 3,
        "divisor": 1,
        "decimalPlaces": 0,
        "description": "原分范围3–12分。三题看超出能力或权限的客户要求、感觉情绪也在被出售，以及接待中的情感受伤。分数越高，对这些情绪冲突经历的整体认同程度越高。",
        "sections": [
          {
            "id": "daily-ed",
            "title": "放回一次具体接待",
            "kind": "paragraphs",
            "paragraphs": [
              "没有权限答应一个要求，却还得继续接待；一次沟通已经结束，心里受伤的感觉还在。可以回想这样的具体时刻，看看工作的要求与自己的情绪怎样碰在一起。"
            ]
          }
        ],
        "en": {
          "description": "Original range: 3–12. Three items concern customers’ demands beyond one’s ability or authority, feeling that one’s emotions are being sold, and emotional hurt during customer interactions. Higher scores mean greater overall agreement with these experiences of emotional dissonance.",
          "sections": [
            {
              "id": "daily-ed",
              "title": "Recall a specific customer interaction",
              "kind": "paragraphs",
              "paragraphs": [
                "You may have no authority to meet a request but still have to continue the interaction, or an exchange may end while the feeling of being hurt remains. Recall such moments and consider how work demands and your own emotions meet."
              ]
            }
          ]
        }
      },
      "OM": {
        "offset": 2,
        "divisor": 1,
        "decimalPlaces": 0,
        "description": "原分范围2–8分。两题分别看客户接待是否受到组织监控，以及出现问题时即使本人无过错仍被单位不公平对待。分数越高，对这些经历的整体认同程度越高。",
        "sections": [
          {
            "id": "daily-om",
            "title": "放回一次具体接待",
            "kind": "paragraphs",
            "paragraphs": [
              "一次客户接待出了问题，接待过程怎样被查看，单位又怎样对待没有过错的员工？这一项把工作中的监控和问题发生后的处理放在一起，可以结合具体经历回看。"
            ]
          }
        ],
        "en": {
          "description": "Original range: 2–8. Two items concern organizational monitoring of customer interactions and unfair treatment by the workplace when problems arise despite the worker not being at fault. Higher scores mean greater overall agreement with these experiences.",
          "sections": [
            {
              "id": "daily-om",
              "title": "Recall a specific customer interaction",
              "kind": "paragraphs",
              "paragraphs": [
                "After a problem in a customer interaction, how is the interaction reviewed and how does the workplace treat a worker who is not at fault? This component brings monitoring and the handling of problems together; relate it to concrete experiences."
              ]
            }
          ]
        }
      },
      "PS": {
        "offset": 4,
        "divisor": 1,
        "decimalPlaces": 0,
        "description": "原分范围4–16分。四题按原表反向计分，分别看正式制度流程、行为指引或手册是否存在、手册的实际保护作用，以及处理客户要求的权限或自主权。分数越高，对这些保护资源的整体认同程度越低，反映保护机制更不足。",
        "sections": [
          {
            "id": "daily-ps",
            "title": "放回一次具体接待",
            "kind": "paragraphs",
            "paragraphs": [
              "可以把四件事分开回看：处理问题的制度流程是否存在，是否备有行为指引或手册，手册是否真能保护你，你是否拿到了处理客户要求的权限或自主权。比如客户要求特殊处理时，看看支持落在哪一步、你当场能作哪些决定。"
            ]
          }
        ],
        "en": {
          "description": "Original range: 4–16. Four items are reverse-scored as in the original form. They concern formal systems and procedures, the existence of guidelines or manuals, their practical protection, and authority or autonomy to address customer requests. Higher scores mean lower overall endorsement of these resources and greater insufficiency of protection.",
          "sections": [
            {
              "id": "daily-ps",
              "title": "Recall a specific customer interaction",
              "kind": "paragraphs",
              "paragraphs": [
                "Review four matters separately: whether formal procedures exist, whether guidelines or manuals are available, whether they actually help protect you, and whether you have authority or autonomy to address requests. When a customer asks for special handling, consider where support enters the process and what you can decide on the spot."
              ]
            }
          ]
        }
      }
    },
    "sections": [
      {
        "id": "score-overview",
        "title": "四个领域的原分",
        "kind": "paragraphs",
        "paragraphs": [
          "11题按原四个领域分别计分：情绪调节要求2–8分、情绪冲突3–12分、组织监控2–8分、保护机制不足4–16分。前三项高分对应对相关情绪要求、冲突与监控经历的整体认同更强；最后一项高分对应对保护资源的认同更低。"
        ]
      },
      {
        "id": "resources",
        "title": "把要求和后援放在一起看",
        "kind": "paragraphs",
        "paragraphs": [
          "接待时要怎样表达，遇到超权限要求时谁来接手，出了问题后单位怎样处理，都会影响这份工作的具体体验。可以把最符合实际的一项，连到最近一次客户接待：当时发生了什么，你能作什么决定，后来得到哪些支持。"
        ]
      },
      {
        "id": "conversation",
        "title": "把需要改变的一步说清楚",
        "kind": "paragraphs",
        "paragraphs": [
          "如果想讨论一处调整，可以把问题说具体：某类客户要求超出了哪项权限，当前流程交给谁处理，手册中的哪一条能在现场提供帮助。这样，情绪上的负担也有了可以讨论的工作环节。"
        ]
      },
      {
        "id": "source",
        "title": "量表来源",
        "kind": "paragraphs",
        "paragraphs": [
          "采用Jeung及合作者2025年发表的KELS11修订版，以及论文所附最终韩文11题题本。源研究在359名韩国服务业工作者中考察量表，最终保留情绪调节、情绪冲突、组织监控和情绪劳动保护机制四个领域。",
          "本版中英文题目由16暗影依据最终韩文原表翻译与审校，保留原四档、题序和各域计分。原题、附件及中英文译题采用CC BY-NC4.0；16暗影独立编写的报告与介绍文字采用CC BY4.0。"
        ]
      }
    ],
    "en": {
      "title": "Your emotional labor profile",
      "subtitle": "Explore the emotional demands and conflicts of customer interactions, alongside workplace monitoring and protection.",
      "sections": [
        {
          "id": "score-overview",
          "title": "Original scores in four domains",
          "kind": "paragraphs",
          "paragraphs": [
            "The 11 items are scored in four original domains: demands to regulate emotions, 2–8; emotional dissonance, 3–12; organizational monitoring, 2–8; and insufficient protective system, 4–16. Higher scores in the first three reflect greater overall agreement with the corresponding demands, conflicts and monitoring experiences. Higher scores in the last reflect lower endorsement of protective resources."
          ]
        },
        {
          "id": "resources",
          "title": "Consider demands and available support together",
          "kind": "paragraphs",
          "paragraphs": [
            "How you must express yourself, who takes over requests beyond your authority and how the workplace responds when problems arise all shape the experience of the job. Connect an item that fits your situation with a recent customer interaction: what happened, what could you decide and what support followed?"
          ]
        },
        {
          "id": "conversation",
          "title": "Identify a specific step that needs changing",
          "kind": "paragraphs",
          "paragraphs": [
            "When discussing a possible adjustment, be specific: which authority does a type of request exceed, who handles it under the current procedure and which guideline can help in the moment? This connects emotional burdens with concrete steps in the work."
          ]
        },
        {
          "id": "source",
          "title": "Scale source",
          "kind": "paragraphs",
          "paragraphs": [
            "This edition uses the revised KELS11 published by Jeung and colleagues in 2025 and the final Korean eleven-item questionnaire supplied with the article. The source study examined the scale among 359 Korean service workers, retaining four domains: emotional regulation, emotional dissonance, organizational monitoring and organizational protective systems for emotional labor.",
            "16 Shadows translated and reviewed both Chinese and English against the final Korean questionnaire, retaining its four anchors, item order and domain scoring. The original items, supplement and translated questionnaire items are under CC BY-NC 4.0. Independently written report and introduction text by 16 Shadows is under CC BY 4.0."
          ]
        }
      ]
    }
  },
  "sources": [
    {
      "name": "Jeung, D.-Y., Kim, H. R., Song, H., et al. (2025). Emotional labor (KELS11): scale development and validation in the Korean context. Annals of Occupational and Environmental Medicine, 37:e13. DOI: 10.35371/aoem.2025.37.e13.",
      "url": "https://aoemj.org/journal/view.php?number=1523"
    },
    {
      "name": "Jeung et al. (2025). Supplementary Table 1: KELS11 Subfactors and Questionnaires. Final Korean eleven-item questionnaire and four response anchors; Chinese and English translated and reviewed by 16 Shadows.",
      "url": "https://aoemj.org/upload/media/aoem-2025-37-e13_Supplementary-Table-1.pdf"
    },
    {
      "name": "Creative Commons Attribution-NonCommercial 4.0 International. License for the original article, questionnaire supplement and translated questionnaire items.",
      "url": "https://creativecommons.org/licenses/by-nc/4.0/"
    }
  ],
  "sourceFormHash": "8bb0f8b577a317355cdceb9e55b0d7138b68124ae3e9678a184f17933b5f920a",
  "questionPresentation": "statement",
  "en": {
    "title": "Korean Emotional Labor Scale (KELS11, 2025 revision)",
    "instructions": "Answer for your current working conditions. For each statement, choose the option closest to what you think.",
    "responseOptions": [
      "Not at all true",
      "Not true",
      "True",
      "Very true"
    ]
  },
  "minFrameworkVersion": 14,
  "contentHash": "f5568ccb1b5e98602333ca3cc91123df18dbee8433e9c8fb79d4c4aed0d02525"
}