Volume 5, Issue 1, February 2016, Page: 37-44
Service with a Smile: Roles of Emotional Intelligence and Affectivity on the Use of Emotional Labour Strategies Among Bank Employees
Anthony G. Balogun, Department of Pure and Applied Psychology, Adekunle Ajasin University, Akungba-Akoko, Ondo State, Nigeria
Shyngle K. Balogun, Department of Psychology, University of Ibadan, Ibadan, Oyo State, Nigeria
Bamikole E. Agesin, Department of Pure and Applied Psychology, Adekunle Ajasin University, Akungba-Akoko, Ondo State, Nigeria
Received: Jan. 5, 2016;       Accepted: Jan. 15, 2016;       Published: Feb. 23, 2016
DOI: 10.11648/j.pbs.20160501.15      View  4210      Downloads  91
Abstract
The purpose of this study was to examine whether emotional intelligence and affectivity will predict the use of emotional labour strategies among bank employees in Nigeria, who are presently facing higher emotional demands. This study was a cross-sectional survey study, in which 277 (males = 126; females = 151) bank employees were selected from branches of some commercial banks in the capital city of Ondo State, Nigeria, using a convenience sampling technique. Results of the hierarchical multiple regression analysis indicated that bank employees with higher emotional intelligence and positive affectivity tend to utilize deep acting while those with low emotional intelligence and negative affectivity tend to utilize surface acting. These findings have implications for training, recruitment, and selection exercises.
Keywords
Affectivity, Emotional Labour, Emotional Intelligence, Bank Employees
To cite this article
Anthony G. Balogun, Shyngle K. Balogun, Bamikole E. Agesin, Service with a Smile: Roles of Emotional Intelligence and Affectivity on the Use of Emotional Labour Strategies Among Bank Employees, Psychology and Behavioral Sciences. Vol. 5, No. 1, 2016, pp. 37-44. doi: 10.11648/j.pbs.20160501.15
Copyright
Copyright © 2016 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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