Emotional Labour and Job satisfaction A Case Study on Bank Tellers in Sri Lanka

Abstract

Area of the Study As a significant determinant of performing emotional labour in service sector, this study is to discuss the relationship between emotional labour and job satisfaction of bank tellers in Sri Lanka. Problem of the Study This study attempts to explore the relationship between job satisfaction and emotional labour of bank tellers in Sri Lanka. The research problem of this study: is there a relationship between job satisfaction and emotional labour (surface acting and deep acting) of bank tellers in Sri Lanka? Method of the Study The data were collected from a randomly selected sample of 92 bank tellers within the Western province by administrating a structured questionnaire, which consisted of 46 questions/statements with 7 points scale. The data analysis included the univariate, bivariate and multiple regression analysis. Findings of the Study The findings of the study are that emotional labour, surface acting and deep acting are positively correlated with job satisfaction. Both emotional labour and surface acting have a week positive relationship with job satisfaction and deep acting has a moderate positive relationship with job satisfaction. As per the multiple regression analysis, deep acting has a greater impact on job satisfaction than surface acting. Conclusion of the Study Study found that there is a weak positive relationship between emotional labour and job satisfaction.