Performing in bank means performing emotional labor: A case of front‐line female service providers in public sector banks. Issue 1 (2nd September 2020)

• Record Type: Journal Article
• Authors: Hameed, Filza; Anwar, Muhammad Mudassar; Bashir, Tayyaba; Qurrahtulain, Khan; Iqbal, Zafar
• Is Part Of: Journal of public affairs. Volume 22:Issue 1(2022)
• Page Start: n/a
• Page End: n/a
• Publication Date: 2020-09-02
• Subjects: Public administration -- Periodicals; Public relations -- Periodicals; 351
• DOI: 10.1002/pa.2344
• Languages: English
• ISSNs: 1472-3891

Abstract

Abstract : Emotions as well as emotional expressions are important for service‐providing organizations specifically banks. Service providers who give front‐line services in banks are required to regulate their emotional display for better service quality and bank image. In doing so, they engage in emotional labor either using surface acting and/or deep acting. Both sorts of acting that require effort consequently may lead to front‐line female service providers getting estranged from their work. In order to explore this imperative relationship, the current study investigated the effect of these emotional labor strategies on job disengagement. Front‐line female service providers were selected as sample and 262 responses were collected. The current study utilized quantitative research design, and data were collected using structured questionnaire in two time lags. The data analysis was carried out using Mplus. The study findings revealed contrary effects regarding the relationship between surface acting and job disengagement determining insignificant relationships. However, the negative connection between deep acting and job disengagement is confirmed. Both theoretical and practical implications of the study are also discussed.