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.
