EMOTIONAL LABOUR AND SATISFACTION OF EMPLOYEES IN COMMERCIAL BANKS IN LAGOS STATE, NIGERIA

Abstract

The relationship between emotional labour and job satisfaction has received little attention in the literature. Emotional labour in this study was measured using surface acting and deep acting. This study is hinged on the behavioural school of management thought. To meet the study's aims, two different hypotheses were developed. The participants in this study are employees of selected commercial banks in Lagos State. The data gathered from respondents was analysed using Partial Least Square Structural Equation Modelling. Statistical analysis revealed that deep acting is a significant predictor of job satisfaction while surface acting does not predict job satisfaction. As a result of this research, bank management should emphasize strategies to minimize workplace stress by creating working arrangements that foster stronger relationships between employers and workers, as well as improve employee health. This will reduce absenteeism and increase employees' commitment.