Emotional Labor and Job Satisfaction: Does Social Support Matter?

Abstract

For the purpose of withstanding the fierce competition in the banking sector, various banks in Ghana requires employees to display emotions whenever dealing with customers. However, these emotions come with their own consequences. The question is could social support provided by these banks serve as a way to mitigate the negative outcomes of such behaviors and increase employee job satisfaction? This paper, therefore, examined the moderating role of social support in the effect of emotional labor on employee job satisfaction in the banking sector. Data were collected from 140 bank employees. The analytical tool used was Structural Equation Modeling.