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.
