Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Understanding the Effect of Emotional Exhaustion on Tellers’ Job Satisfaction in Teller-Task Activity in Ghanaian Retail Banks
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Human Work Science. University of Ghana Business School, Legon.ORCID iD: 0000-0003-0147-0680
University of Ghana Business School, Legon.
2019 (English)In: Advances in Human Factors and Systems Interaction: Proceedings of the AHFE 2018 International Conference on Human Factors, Business Management and Society, July 21-25, 2018, Loews Sapphire Falls Resort at Universal Studios, Orlando, Florida, USA / [ed] Jussi Ilari Kantola, Salman Nazir, Tibor Barath, Cham: Springer, 2019, p. 461-472Conference paper, Published paper (Refereed)
Abstract [en]

This study explored the influencing dynamics of tellers’ emotional exhaustion on their job satisfaction necessitated by the increased customer demand of direct teller service in the banking halls, as against the usage of automated teller machines in Ghana. Using a cross-sectional design, quantitative data was collected from five banks with similar institutional arrangements for teller work. Results from factor analysis identified seven factors that are indicative of the tellers’ emotional exhaustion, and four factors that are indicative of their job satisfaction. Results from correlation and regression analyses showed that a rise in the tellers’ emotional exhaustion reduces their satisfaction with the teller job. It is concluded that tellers become emotionally exhausted and dissatisfied with their jobs due to the absence of human resources management mechanisms that could have enabled the efficient design of the teller task and work environments that are conducive with bonded relationships between tellers’ and their supervisors.

Place, publisher, year, edition, pages
Cham: Springer, 2019. p. 461-472
Series
Advances in Intelligent Systems and Computing, ISSN 2194-5357 ; 783
National Category
Production Engineering, Human Work Science and Ergonomics
Research subject
Human Work Sciences
Identifiers
URN: urn:nbn:se:ltu:diva-69882DOI: 10.1007/978-3-319-94709-9_45Scopus ID: 2-s2.0-85049685450ISBN: 978-3-319-94708-2 (print)ISBN: 978-3-319-94709-9 (electronic)OAI: oai:DiVA.org:ltu-69882DiVA, id: diva2:1223857
Conference
AHFE 2018 International Conference on Human Factors and Systems Interaction, Orlando, Florida, July 21-25 2018
Available from: 2018-06-26 Created: 2018-06-26 Last updated: 2018-08-10Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full textScopus

Search in DiVA

By author/editor
Sanda, Mohammed-Aminu
By organisation
Human Work Science
Production Engineering, Human Work Science and Ergonomics

Search outside of DiVA

GoogleGoogle Scholar

doi
isbn
urn-nbn

Altmetric score

doi
isbn
urn-nbn
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf