Emotional labor, psychological flexibility and mental health of frontline employees in the banking sector

Abstract

Bank frontline employees frequently face the challenge of managing their emotions to suit the situation in which they are serving, balancing the needs of both customers and line managers, which can lead to potential strain on their mental well-being. This is characterized by a disparity between their inner, covert feelings and outward, overt expressions and manifestations. The study sought to investigate how psychological flexibility moderates the effect of emotional labour on the mental health of frontline employees in the banking sector in Kampala. The study was cross sectional, involving 178 frontline employees randomly selected from two banks in Kampala, Uganda. Data was collected using standardized questionnaires, and analysis was done using Pearson correlation and regression in SPSS v.27. Results of the study suggest that surface acting (and deep acting have a significant positive relationship with psychological flexibility. Psychological flexibility and mental health have a significant relationship. There is a significant positive relationship between a) surface acting and b) deep acting with mental health. Psychological flexibility moderates the relationship between a) surface acting and b) deep acting with mental health. The results suggest that banking institutions in Kampala can improve employee mental health and job satisfaction by fostering psychological flexibility through targeted interventions. By supporting employees in navigating the emotional demands of their roles, banks can enhance resilience, reduce burnout, and improve overall workplace performance.