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Mar 30, 2024Keywords:
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Main Article Content
Job-focused Emotional Labour and Service Performance: Evidence from Food Service Market in Owerri, Imo State
Abstract
This study determined the influence of job-focused emotional labour on service performance in the food service market in Owerri, Imo State. It was a survey that was guided by three objectives and three research hypotheses. Frontline service providers served as respondents while the sample size was 200. A 17-item questionnaire on a 4-point scale which a reliability test produced a coefficient of 0.79 served as the research instrument and an accessibility sampling technique was used in the administration of the instrument. Descriptive and inferential statistics on SPSS version 23 were used to analyze the data generated. Findings revealed that frequency of acting has a positive/insignificant association with service performance (R = 0.0135; Pr = 0.4727); strength of acting has a negative relationship with service performance (R = -0.0049; Pr = 0.7629) while the diversity of acting has a positive and significant association with service performance (R = 0.3699; Pr = 0.0000). On the strength of the findings, it was concluded that frequency of acting and diversity of acting are positively associated with service performance while the strength of acting is negatively related to service performance in the study area, therefore, it is recommended that operators of food service companies must among others ensure that would-be service providers with appropriate emotional quotient and passion for the job are recruited, trained regularly on emotion management skills, and promote policies that make service providers take pride in their jobs while making the work more flexible.
