Fyneface, T. D.
Department of Business Administration, Faculty of Administration and Management,
Rivers State University, Nkpolu-Oroworukwo, Port Harcourt, Nigeria
and
Dr. S.P. Asawo
Department of Business Administration, Faculty of Administration and Management,
Rivers State University, Nkpolu-Oroworukwo, Port Harcourt, Nigeria
soye.asawo@ust.edu.ng
ABSTRACT
This work explores the concept of deep acting and its impact on service delivery. The geographical scope of this study is Primary Healthcare Centers in Okrika Local Government Area of Rivers State. The research design adopted in this study was the cross sectional explanatory survey research design. Self – administered structured questionnaires where used to collect data. A population of 313 Primary healthcare workers from all 15 primary healthcare centers in Okrika Local Government area was used, of which 150 respondents were selected using simple random sampling technique. Method of data analysis adopted was mean and standard deviation for the univariate analysis, while the bivariate analysis was done using Spearman Rank Order Correlation with the aid of Statistical Package for Social Science Version 23.0. The paper concluded that deep acting and service delivery in the form of responsiveness, empathy and service assurance have s strong relationship. Management should implement continuous professional development programs that equip health care workers with skills to practice emotional regulation techniques aligned with deep acting.
Keywords:Deep acting, service delivery, empathy, responsiveness, service assurance
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