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| The Labyrinthine Relationship Between Emotional Labour and Employee Performance: A Case Study of Rivers State Money Deposit Banks
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Dr. Blessing Nwiyii Joseph, Dr. Amanawa, David Ebiegberi, Dr. Uelee, Micah Nyone
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Abstract:
The study examined the relationship between emotional labour and employee performance of Money Deposit Banks in Rivers State. The study's objective was to empirically investigate how emotional labour relates with employee performance of Money Deposit Banks in Rivers State in terms of quality service delivery, goal accomplishment and timely customer service. The study utilized the cross-sectional exploratory survey research design. The study population consisted of three hundred and sixty-four (364) employees from the headquarters of the twenty-two (22) deposit money banks in Rivers State. The researcher considered the population not too much to handle and employed a census sampling technique. As such, the study's sample size The main instrument for collecting primary data was structured questionnaire. Three hundred and sixty-four (364) copies of the questionnaire were distributed to the target sample elements. Howbeit, the researcher was able to retrieve 320 copies of the distributed questionnaire. The hypotheses were tested using Spearman's Rank Order Correlation Coefficient via the Statistical Package for Social Sciences (SPSS) version 20.0. The Spearman's (rho) correlation was used to analyze the relationship between independent and dependent variables at P < 0.05 (two-tailed test). The study revealed that: i) emotional labour has a strong positive correlation with quality service delivery of Money Deposit Banks in Rivers State; ii) emotional labour has a strong positive correlation with goal accomplishment of Money Deposit Banks in Rivers State, and iii) emotional labour has a strong positive correlation with timely customer service of Money Deposit Banks in Rivers State. The study concluded that emotional labor affects employees' performance, such as surface acting, deep acting, and emotional deviance. Among others, the study recommended that employees working in service organizations such as Deposit Money Banks should adopt the right emotional labour behavior to render timely quality service to customers.
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