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_aMagpantay, Julibelle Marie M.
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_aDemographic profile as correlates to emotional labor among front-line service providers :
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_bbasis for a customer relationship program.
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_aJulibelle Marie M. Magpantay.
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_aThesis (M.A.)-- Pamantasan ng Lungsod ng Maynila, 2016.;A thesis presented to the faculty of College of Science-- Graduate Programs in partial fulfillment of the requirements for the degree Master of Arts in Psychology major in Industrial Psychology.
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_aABSTRACT: Many workers in the manpower recruitment industry can be classified as 'front-line' service providers, as their jobs involve direct customer contact. The nature of speaking and acting in such work involves displaying emotions, which demonstrate a willingness to be of service. These particular employees are expected to manage their behavior and display appropriate emotions to prioritize the needs of the customer or clients. Employees on this line of work must behave and conduct themselves in accordance to what is expected from them by the clients and by the company. Employing descriptive-correlational research design and involving participation of 200 frontline service providers from selected recruitment manpower agencies in Malate, Manila area, this study tried to determine the respondents' demographic profile and its relationship to the emotional labor they display in the performance of their tasks, after which a Customer Relationship Program will be recommended to address the results of the correlations. The modified version of the Dutch Questionnaire on Emotional Labor (D-QEL) was adopted to collect the needed data. The research data were treated using the descriptive statistics (mean and percentage) and inferential statistics (Spearman's rho). The findings revealed that majority of the respondents belong to the age group 36-40 years, 90.5% are female, and 62.5% of them are married. Almost half of the respondents have earned units in college. At least one fourth of the respondents are holding the position Recruitment assistant, and almost three-fourths have been working with their respective agencies for 4 to 6 years at the time of this research. The respondents are fully aware that they essentially need to comply with the company's emotional display rules and perform emotional labor. Data proved that emotional consonance and deep acting showed no significance with age, civil status, length of service, highest educational attainment and present position held by the respondents; however, gender, length of service, and highest educational attainment showed no significant relationship with suppression and surface acting, thus accepting the null hypothesis. Suppression and surface acting showed no significant relationship with variables such as gender, length of service and highest educational attainment but showed weak to moderate positive correlations of present position, thus rejecting the null hypothesis. The frontline service providers in the study prefer to display surface acting than suppression.
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