ISSN 2394-5125
 

Research Article 


THE DIFFERENTIAL EFFECTS OF EMOTIONAL LABOUR ON BOUNDARY SPANNERS OF INTERNATIONAL BANKS IN ZIMBABWE

Forbes Makudza; Maxwell Sandada; Tinashe Chuchu; Eugine Tafadzwa Maziriri.

Abstract
The study aimed to investigate the effect of emotional labour strategies on job satisfaction and
emotional exhaustion. A conceptual framework was developed using extant literature, which led to
examiningdeep acting and surface acting, which are the two main strategies of emotional labour.
The outcome variables were emotional exhaustion and job satisfaction. The research was
quantitative in nature. Stratified random sampling was adoptedin selecting suitable participants.
Data was collected from 301 front line employees of five international banks in Zimbabwe using a
structured questionnaire.The study results revealed that deep acting is an ideal strategy of
emotional labour as it leads to job satisfaction and reduced emotional exhaustion. Surface acting
was found to be a harmful emotional labour strategy. It was revealed, in this study, that surface
acting is inversely related to job satisfaction and positively related to emotional exhaustion. The
study recommended the moderate use of emotional labour to avoid long term stress-related effects.

Key words: Emotional Labour, Emotional Exhaustion, Job satisfaction, Deep Acting, Surface Acting.


 
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How to Cite this Article
Pubmed Style

Makudza F, Sandada M, Chuchu T, Maziriri ET. THE DIFFERENTIAL EFFECTS OF EMOTIONAL LABOUR ON BOUNDARY SPANNERS OF INTERNATIONAL BANKS IN ZIMBABWE. JCR. 2021; 8(2): 1200-1210. doi:10.31838/jcr.08.02.123


Web Style

Makudza F, Sandada M, Chuchu T, Maziriri ET. THE DIFFERENTIAL EFFECTS OF EMOTIONAL LABOUR ON BOUNDARY SPANNERS OF INTERNATIONAL BANKS IN ZIMBABWE. http://www.jcreview.com/?mno=84197 [Access: May 28, 2021]. doi:10.31838/jcr.08.02.123


AMA (American Medical Association) Style

Makudza F, Sandada M, Chuchu T, Maziriri ET. THE DIFFERENTIAL EFFECTS OF EMOTIONAL LABOUR ON BOUNDARY SPANNERS OF INTERNATIONAL BANKS IN ZIMBABWE. JCR. 2021; 8(2): 1200-1210. doi:10.31838/jcr.08.02.123



Vancouver/ICMJE Style

Makudza F, Sandada M, Chuchu T, Maziriri ET. THE DIFFERENTIAL EFFECTS OF EMOTIONAL LABOUR ON BOUNDARY SPANNERS OF INTERNATIONAL BANKS IN ZIMBABWE. JCR. (2021), [cited May 28, 2021]; 8(2): 1200-1210. doi:10.31838/jcr.08.02.123



Harvard Style

Makudza, F., Sandada, . M., Chuchu, . T. & Maziriri, . E. T. (2021) THE DIFFERENTIAL EFFECTS OF EMOTIONAL LABOUR ON BOUNDARY SPANNERS OF INTERNATIONAL BANKS IN ZIMBABWE. JCR, 8 (2), 1200-1210. doi:10.31838/jcr.08.02.123



Turabian Style

Makudza, Forbes, Maxwell Sandada, Tinashe Chuchu, and Eugine Tafadzwa Maziriri. 2021. THE DIFFERENTIAL EFFECTS OF EMOTIONAL LABOUR ON BOUNDARY SPANNERS OF INTERNATIONAL BANKS IN ZIMBABWE. Journal of Critical Reviews, 8 (2), 1200-1210. doi:10.31838/jcr.08.02.123



Chicago Style

Makudza, Forbes, Maxwell Sandada, Tinashe Chuchu, and Eugine Tafadzwa Maziriri. "THE DIFFERENTIAL EFFECTS OF EMOTIONAL LABOUR ON BOUNDARY SPANNERS OF INTERNATIONAL BANKS IN ZIMBABWE." Journal of Critical Reviews 8 (2021), 1200-1210. doi:10.31838/jcr.08.02.123



MLA (The Modern Language Association) Style

Makudza, Forbes, Maxwell Sandada, Tinashe Chuchu, and Eugine Tafadzwa Maziriri. "THE DIFFERENTIAL EFFECTS OF EMOTIONAL LABOUR ON BOUNDARY SPANNERS OF INTERNATIONAL BANKS IN ZIMBABWE." Journal of Critical Reviews 8.2 (2021), 1200-1210. Print. doi:10.31838/jcr.08.02.123



APA (American Psychological Association) Style

Makudza, F., Sandada, . M., Chuchu, . T. & Maziriri, . E. T. (2021) THE DIFFERENTIAL EFFECTS OF EMOTIONAL LABOUR ON BOUNDARY SPANNERS OF INTERNATIONAL BANKS IN ZIMBABWE. Journal of Critical Reviews, 8 (2), 1200-1210. doi:10.31838/jcr.08.02.123