Abstract:

This study focuses on to identify surface acting and deep acting of bank tellers in commercial bank in Colombo. Study Sample size is sixty-six and random sampling technique used to select sample units and gathered data questionnaire. Data was collected through a structured questionnaire. Correlation was used to test the research hypothesis. Surface acting has not been found to be significantly associated with job satisfaction and deep acting found significantly associated with job satisfaction. So it is recommended to the bank to give more training to develop necessary skills to performing deep acting. In order to increase performing deep acting and surface acting, so as to obtain the benefits of emotional labour it is recommended to use emotional labour as selection criteria in the front office employees’ selection process. Finally this study identifies that,there is significant relationship between surface acting and job satisfaction in tellers in Sri Lanka.