Service with a Smile: Roles of Emotional Intelligence and Affectivity on the Use of Emotional Labour Strategies Among Bank Employees
Psychology and Behavioral Sciences
Volume 5, Issue 1, February 2016, Pages: 37-44
Received: Jan. 5, 2016; Accepted: Jan. 15, 2016; Published: Feb. 23, 2016
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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
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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.
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
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This article is an open access article distributed under the Creative Commons Attribution License ( which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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