The Effect of Emotional Labour on Workers' Job Satisfaction in Nigerian Money Deposit Banks

Abstract

This study examined the association between emotional labour and job satisfaction of workers in the 18 money deposit banks operating in Rivers State of Nigeria. Cross sectional survey research was utilized. The study was conducted as a census because n<500. The results obtained from the use of Spearman Rank Order Correlational Coefficient showed that surface acting and deep acting had a significant positive association with workers job satisfaction. The study concluded by noting that emotional labour helps in building stronger employee-client relationship and increases workers job satisfaction. This had theoretical and practical implications for researchers and management practitioners. It recommends staffing process in organizations ensure a fit between candidates' emotional display and organizational prescribed display norms.