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

Anthony G. Balogun; Shyngle K. Balogun; Bamikole E. Agesin

doi:doi:10.11648/j.pbs.20160501.15

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

Anthony G. Balogun, Shyngle K. Balogun, Bamikole E. Agesin

Published in Psychology and Behavioral Sciences (Volume 5, Issue 1)

Received: 5 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.

Published in	Psychology and Behavioral Sciences (Volume 5, Issue 1)
DOI	10.11648/j.pbs.20160501.15
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), 2016. Published by Science Publishing Group

Keywords

Affectivity, Emotional Labour, Emotional Intelligence, Bank Employees

References

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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://article.sciencepublishinggroup.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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T1  - Service with a Smile: Roles of Emotional Intelligence and Affectivity on the Use of Emotional Labour Strategies Among Bank Employees
AU  - Anthony G. Balogun
AU  - Shyngle K. Balogun
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Author Information

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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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

Copy | Download

@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://article.sciencepublishinggroup.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}
}

Copy | Download

TY  - JOUR
T1  - Service with a Smile: Roles of Emotional Intelligence and Affectivity on the Use of Emotional Labour Strategies Among Bank Employees
AU  - Anthony G. Balogun
AU  - Shyngle K. Balogun
AU  - Bamikole E. Agesin
Y1  - 2016/02/23
PY  - 2016
N1  - https://doi.org/10.11648/j.pbs.20160501.15
DO  - 10.11648/j.pbs.20160501.15
T2  - Psychology and Behavioral Sciences
JF  - Psychology and Behavioral Sciences
JO  - Psychology and Behavioral Sciences
SP  - 37
EP  - 44
PB  - Science Publishing Group
SN  - 2328-7845
UR  - https://doi.org/10.11648/j.pbs.20160501.15
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.
VL  - 5
IS  - 1
ER  -

Copy | Download