{"id":"https://openalex.org/W7224935460","doi":"https://doi.org/10.36771/ijre.50.3.26-pp325-354","title":"Emotional Demands and Service Quality among Non-Teaching Staff in Public Universities in Lagos and Ogun States, Nigeria","display_name":"Emotional Demands and Service Quality among Non-Teaching Staff in Public Universities in Lagos and Ogun States, Nigeria","publication_year":2026,"publication_date":"2026-10-30","ids":{"openalex":"https://openalex.org/W7224935460","doi":"https://doi.org/10.36771/ijre.50.3.26-pp325-354"},"language":"en","primary_location":{"id":"doi:10.36771/ijre.50.3.26-pp325-354","doi":"https://doi.org/10.36771/ijre.50.3.26-pp325-354","is_oa":false,"landing_page_url":"https://doi.org/10.36771/ijre.50.3.26-pp325-354","pdf_url":null,"source":{"id":"https://openalex.org/S4210204509","display_name":"The International Journal for Research in Education","issn_l":"2519-6146","issn":["2519-6146","2519-6154"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310319397","host_organization_name":"United Arab Emirates University","host_organization_lineage":["https://openalex.org/P4310319397"],"host_organization_lineage_names":["United Arab Emirates University"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal for Research in Education","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5160165333","display_name":"Adekunle Akeem","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I197610006","display_name":"University of Lagos","ror":"https://ror.org/05rk03822","country_code":"NG","type":"education","lineage":["https://openalex.org/I197610006"]}],"countries":["NG"],"is_corresponding":true,"raw_author_name":"Adekunle Akeem","raw_affiliation_strings":["University Of Lagos,  Nigeria"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University Of Lagos,  Nigeria","institution_ids":["https://openalex.org/I197610006"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5160165333"],"corresponding_institution_ids":["https://openalex.org/I197610006"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.89734254,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"50","issue":"3","first_page":"325","last_page":"354"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/emotional-demands","display_name":"emotional demands","score":0.8579999804496765},{"id":"https://openalex.org/keywords/emotional-labor","display_name":"emotional labor","score":0.9890000224113464},{"id":"https://openalex.org/keywords/emotional-engagement","display_name":"emotional engagement","score":0.996999979019165},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9890000224113464},{"id":"https://openalex.org/keywords/support-staff","display_name":"support staff","score":0.9980000257492065},{"id":"https://openalex.org/keywords/university-staff","display_name":"university employees","score":0.5820000171661377},{"id":"https://openalex.org/keywords/public-universities","display_name":"public universities","score":0.9670000076293945},{"id":"https://openalex.org/keywords/lagos","display_name":"Lagos","score":0.421999990940094},{"id":"https://openalex.org/keywords/ogun-state","display_name":"Ogun State","score":0.8679999709129333},{"id":"https://openalex.org/keywords/employee-empowerment","display_name":"employee empowerment","score":0.6460000276565552},{"id":"https://openalex.org/keywords/collaborative-decision-making","display_name":"collaborative decision-making","score":0.9100000262260437}],"concepts":[{"id":"https://openalex.org/C49898467","wikidata":"https://www.wikidata.org/wiki/Q1517706","display_name":"Stratified sampling","level":2,"score":0.660099983215332},{"id":"https://openalex.org/C105776082","wikidata":"https://www.wikidata.org/wiki/Q617473","display_name":"Likert scale","level":2,"score":0.6500999927520752},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.5669999718666077},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5622000098228455},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5516999959945679},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4986000061035156},{"id":"https://openalex.org/C3020757330","wikidata":"https://www.wikidata.org/wiki/Q836657","display_name":"Ogun state","level":3,"score":0.4763999879360199},{"id":"https://openalex.org/C39896193","wikidata":"https://www.wikidata.org/wiki/Q380344","display_name":"Descriptive statistics","level":2,"score":0.4481000006198883},{"id":"https://openalex.org/C2908647359","wikidata":"https://www.wikidata.org/wiki/Q2625603","display_name":"Population","level":2,"score":0.438400000333786},{"id":"https://openalex.org/C20353970","wikidata":"https://www.wikidata.org/wiki/Q1056998","display_name":"Simple random sample","level":3,"score":0.4345000088214874},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.42739999294281006},{"id":"https://openalex.org/C2779318504","wikidata":"https://www.wikidata.org/wiki/Q1438035","display_name":"Research design","level":2,"score":0.4133000075817108},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.41100001335144043},{"id":"https://openalex.org/C2780110086","wikidata":"https://www.wikidata.org/wiki/Q161837","display_name":"Public service","level":2,"score":0.3903000056743622},{"id":"https://openalex.org/C142546437","wikidata":"https://www.wikidata.org/wiki/Q2661195","display_name":"Descriptive research","level":2,"score":0.3874000012874603},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.3695000112056732},{"id":"https://openalex.org/C129848803","wikidata":"https://www.wikidata.org/wiki/Q2564360","display_name":"Sample size determination","level":2,"score":0.33079999685287476},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.32919999957084656},{"id":"https://openalex.org/C152877465","wikidata":"https://www.wikidata.org/wiki/Q208042","display_name":"Regression analysis","level":2,"score":0.32429999113082886},{"id":"https://openalex.org/C136103064","wikidata":"https://www.wikidata.org/wiki/Q1044045","display_name":"Emotional labor","level":2,"score":0.3149999976158142},{"id":"https://openalex.org/C192489979","wikidata":"https://www.wikidata.org/wiki/Q1502997","display_name":"Systematic sampling","level":2,"score":0.2948000133037567},{"id":"https://openalex.org/C83849319","wikidata":"https://www.wikidata.org/wiki/Q7295720","display_name":"Rating scale","level":2,"score":0.2881999909877777},{"id":"https://openalex.org/C159110408","wikidata":"https://www.wikidata.org/wiki/Q121176","display_name":"Nursing","level":1,"score":0.27959999442100525},{"id":"https://openalex.org/C51067260","wikidata":"https://www.wikidata.org/wiki/Q828812","display_name":"Professional development","level":2,"score":0.274399995803833},{"id":"https://openalex.org/C87858587","wikidata":"https://www.wikidata.org/wiki/Q730675","display_name":"Quantitative research","level":2,"score":0.2694000005722046},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.2623000144958496},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.2621000111103058},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.25769999623298645},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2540000081062317},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.25060001015663147}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.36771/ijre.50.3.26-pp325-354","doi":"https://doi.org/10.36771/ijre.50.3.26-pp325-354","is_oa":false,"landing_page_url":"https://doi.org/10.36771/ijre.50.3.26-pp325-354","pdf_url":null,"source":{"id":"https://openalex.org/S4210204509","display_name":"The International Journal for Research in Education","issn_l":"2519-6146","issn":["2519-6146","2519-6154"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310319397","host_organization_name":"United Arab Emirates University","host_organization_lineage":["https://openalex.org/P4310319397"],"host_organization_lineage_names":["United Arab Emirates University"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal for Research in Education","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/4","display_name":"Quality education","score":0.7567999958992004},{"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth","score":0.48510000109672546}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W4292285620","https://openalex.org/W4386397486","https://openalex.org/W4400830752","https://openalex.org/W7220642735","https://openalex.org/W7151420289","https://openalex.org/W2936804325","https://openalex.org/W6912514841","https://openalex.org/W7212311321","https://openalex.org/W2176353913","https://openalex.org/W6912231957"],"abstract_inverted_index":{"The":[0,94,101,117],"non-teaching":[1,68,105,128,217],"staff":[2,33,69,106,129,218],"in":[3,42,70,73,107,113,219],"universities":[4,72,112,134,221],"are":[5,35],"crucial":[6],"to":[7,189,200,280],"the":[8,11,16,51,60,82,85,109,114,125,136,140,147,171,220,235,268],"success":[9],"of":[10,15,20,27,32,53,65,67,84,124,210],"day-to-day":[12],"administrative":[13],"functioning":[14],"institution,":[17],"and":[18,63,75,92,155,164,186,194,196,213,222,227,262,266,278],"provision":[19],"worthwhile":[21],"experience":[22],"for":[23,146],"students.":[24],"In":[25,79],"spite":[26],"their":[28,43],"indispensability,":[29],"these":[30],"categories":[31],"members":[34],"often":[36],"confronted":[37],"with":[38,81,237],"considerable":[39],"emotional":[40,61,211,214,225,228,238,258,272,281],"demands":[41,62],"routine":[44],"interactions,":[45],"which":[46],"can":[47],"have":[48],"implications":[49],"on":[50],"quality":[52,64,233],"services":[54],"provided.":[55],"This":[56],"study,":[57,86],"therefore,":[58],"investigated":[59],"service":[66,232],"public":[71,111],"Lagos":[74],"Ogun":[76],"States,":[77],"Nigeria.":[78],"line":[80],"objectives":[83],"three":[87],"research":[88,99,191,202],"questions":[89,192],"were":[90,149,180],"raised":[91],"answered.":[93],"study":[95,148],"adopted":[96],"descriptive":[97],"correlational":[98],"design.":[100],"population":[102],"comprised":[103,120],"10,202":[104],"all":[108],"seven":[110],"two":[115,137,195],"States.":[116],"sample":[118],"size":[119],"1020":[121],"(representing":[122],"10%":[123],"total":[126],"population)":[127],"selected":[130],"from":[131,135],"four":[132],"public-owned":[133],"States":[138],"using":[139,151,182],"Stratified":[141],"Random":[142],"Sampling":[143],"Technique.":[144],"Data":[145,178],"gathered":[150],"a":[152,207,241],"structured,":[153],"validated":[154],"reliable":[156],"(r":[157],"=":[158],".75)":[159],"questionnaire":[160],"titled":[161],"\u201cEmotional":[162],"Demands":[163],"Service":[165,291],"Quality":[166],"Questionnaire\u201d":[167],"(EDSQQ)":[168],"patterned":[169],"along":[170],"modified":[172],"Rensis":[173],"Likert":[174],"four-point":[175],"rating":[176],"scales.":[177],"collected":[179],"analysed":[181],"frequency":[183],"counts,":[184],"mean":[185],"Standard":[187],"Deviation":[188],"answer":[190,201],"one":[193],"Multiple":[197],"Regression":[198],"Analysis":[199],"question":[203],"three.":[204],"Findings":[205],"showed":[206],"moderate":[208],"level":[209],"labour":[212,226,239,273],"involvement":[215,229,259],"among":[216,234],"that":[223,250],"both":[224],"significantly":[230],"predicted":[231],"staff,":[236],"showing":[240],"slightly":[242],"stronger":[243],"contribution.":[244],"It":[245],"was":[246],"recommended,":[247],"inter":[248],"alia,":[249],"efforts":[251],"should":[252],"be":[253],"geared":[254],"towards":[255],"strengthening":[256],"employees\u2019":[257],"through":[260,274],"empowerment":[261],"collaborative":[263],"decision":[264],"making,":[265],"at":[267],"same":[269],"time,":[270],"embracing":[271],"appropriate":[275],"job":[276],"schedule":[277],"access":[279],"guidance":[282],"services.":[283],"Keywords:":[284],"Emotional":[285,287,289],"Demands,":[286],"Labour,":[288],"Involvement,":[290],"Quality,":[292],"Non-Teaching":[293],"Staff,":[294],"Public":[295],"Universities.":[296]},"counts_by_year":[],"updated_date":"2026-11-06T12:05:46.655746","created_date":"2026-10-31T00:00:00"}