Emotional Labour and Burnout as Predictors of Customer Service Employees Interpersonal Relationships in Ogun State, Nigeria

Abstract

This paper examined Emotional-Labour and Burn out as Predictors of Customer Service Employee’s Interpersonal Relationship in Ogun State.  Three instruments were administered to two (200) hundred workers that were randomly selected from some customer service industries in the four geo-political zones in Ogun States.  Multiple Regression Analysis method was used to test the research questions raised.  Two hypotheses were tested at 0.5 level of significance and it was found that emotional labour and born-out would not have effect on the interpersonal relationship among customers and no relative contribution of emotional labour and burnout in the prediction of interpersonal relationship among customer service employees, even though, burnout was a more potent factor.  It was therefore recommended that organizational managers must ensure good interpersonal relationship in the workplace, as this will enhance customer’s service and employees productivity.