Psychology and Behavioral Sciences

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Service with a Smile: Roles of Emotional Intelligence and Affectivity on the Use of Emotional Labour Strategies Among Bank Employees

Received: 05 January 2016    Accepted: 15 January 2016    Published: 23 February 2016
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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.

DOI 10.11648/j.pbs.20160501.15
Published in Psychology and Behavioral Sciences (Volume 5, Issue 1, February 2016)
Page(s) 37-44
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Affectivity, Emotional Labour, Emotional Intelligence, Bank Employees

References
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Author Information
  • Department of Pure and Applied Psychology, Adekunle Ajasin University, Akungba-Akoko, Ondo State, Nigeria

  • Department of Psychology, University of Ibadan, Ibadan, Oyo State, Nigeria

  • Department of Pure and Applied Psychology, Adekunle Ajasin University, Akungba-Akoko, Ondo State, Nigeria

Cite This Article
  • APA Style

    Anthony G. Balogun, Shyngle K. Balogun, Bamikole E. Agesin. (2016). Service with a Smile: Roles of Emotional Intelligence and Affectivity on the Use of Emotional Labour Strategies Among Bank Employees. Psychology and Behavioral Sciences, 5(1), 37-44. https://doi.org/10.11648/j.pbs.20160501.15

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    ACS Style

    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. Psychol. Behav. Sci. 2016, 5(1), 37-44. doi: 10.11648/j.pbs.20160501.15

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    AMA Style

    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. Psychol Behav Sci. 2016;5(1):37-44. doi: 10.11648/j.pbs.20160501.15

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  • @article{10.11648/j.pbs.20160501.15,
      author = {Anthony G. Balogun and Shyngle K. Balogun and Bamikole E. Agesin},
      title = {Service with a Smile: Roles of Emotional Intelligence and Affectivity on the Use of Emotional Labour Strategies Among Bank Employees},
      journal = {Psychology and Behavioral Sciences},
      volume = {5},
      number = {1},
      pages = {37-44},
      doi = {10.11648/j.pbs.20160501.15},
      url = {https://doi.org/10.11648/j.pbs.20160501.15},
      eprint = {https://download.sciencepg.com/pdf/10.11648.j.pbs.20160501.15},
      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.},
     year = {2016}
    }
    

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    AB  - 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.
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