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Frontline Employees at the Ghanaian Local Banks and the Stress of Long Hours of Work

In: New Challenges in Banking and Finance

Author

Listed:
  • Selira Kotoua

    (Faculty of Tourism, Eastern Mediterranean University)

  • Mustafa Ilkan

    (School of Computing and Technology, Eastern Mediterranean University)

  • Hasan Kilic

    (Faculty of Tourism, Eastern Mediterranean University)

Abstract

A research model was designed to evaluate the ideal working time for front frontline employees at the Ghanaian local banks to reduce emotional exhaustion among the employees. Twenty local banks were involved in the research. Customer service and job involvement including organizational commitment and job satisfaction were the variables. Banks have traditionally paid much attention to customer behavior because it has several effects on revenue generation from customers. The present competition among banks has generated a new climate of approach to manage local banks through customer relationships that include job commitment, Job contribution, job satisfaction and turnover intentions among employees. It is resulted that majority of Local banks employees in Accra work long hours and get less paid. The results therefore show how most employees are emotionally exhausted and have turnover intentions, but difficult to find new jobs to replace the present stressful employment.

Suggested Citation

  • Selira Kotoua & Mustafa Ilkan & Hasan Kilic, 2017. "Frontline Employees at the Ghanaian Local Banks and the Stress of Long Hours of Work," Springer Proceedings in Business and Economics, in: NESRIN ÖZATAÇ & Korhan K. GÖKMENOGLU (ed.), New Challenges in Banking and Finance, pages 47-64, Springer.
    • Handle: RePEc:spr:prbchp:978-3-319-66872-7_5
    DOI: 10.1007/978-3-319-66872-7_5
    as

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