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Psychometrics of emotional intelligence in hospitality: A cross-sectional study on human capital and quality of service

2024-03-21Journal article Open access
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dc.contributor.authorSanz-García, Alberto
dc.contributor.authorRos-Martínez, Almudena
dc.contributor.authorLópez-Navas, Ana
dc.contributor.authorPuig-Cabrera, Miguel
dc.date.accessioned2024-04-02T09:50:59Z
dc.date.available2024-04-02T09:50:59Z
dc.date.issued2024-03-21
dc.date.updated2024-03-27T13:15:59Z
dc.description.abstractLittle research has been conducted specifically on emotional intelligence (EI) and perceived quality of service in the hospitality industry. The main goal of this research consists of providing empirical evidence related to EI regarding its importance in quality of hospitality service (QHS). To do so, a hypothetical and conceptual model was tested by Partial Least Square-Structural Equation Modeling (PLS-SEM) techniques based on a sample of 408 employees in the hospitality sector in the region of Murcia (Spain). The findings of this work reveal the incidence that EI has on the QHS of human capital, despite a scenario that is characterized by a high rate of talent shortage worldwide and an increasing digitalization that could reduce human interaction. Also, implications are given so that EI could be more deeply analyzed for EI strategy-building within organizational behavior and human resource management areas from a practical approach, increasing engagement and preventing the so-called quality service sabotage.pt_PT
dc.description.sponsorshipGrant number 101071300pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationTourism and Hospitality 5 (1): 237-250 (2024)pt_PT
dc.identifier.doi10.3390/tourhosp5010016pt_PT
dc.identifier.issn2673-5768
dc.identifier.urihttp://hdl.handle.net/10400.1/20550
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherMDPIpt_PT
dc.relationResearch Centre for Tourism, Sustainability and Well-being
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/pt_PT
dc.subjectEmotional intelligencept_PT
dc.subjectHospitality managementpt_PT
dc.subjectQuality of hospitality servicept_PT
dc.subjectJob performancept_PT
dc.subjectTrait Meta-Mood Scalept_PT
dc.subjectSERVQUALpt_PT
dc.subjectPLS-SEMpt_PT
dc.titlePsychometrics of emotional intelligence in hospitality: A cross-sectional study on human capital and quality of servicept_PT
dc.typejournal article
dspace.entity.typePublication
oaire.awardTitleResearch Centre for Tourism, Sustainability and Well-being
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDP%2F04020%2F2020/PT
oaire.citation.endPage250pt_PT
oaire.citation.issue1pt_PT
oaire.citation.startPage237pt_PT
oaire.citation.titleTourism and Hospitalitypt_PT
oaire.citation.volume5pt_PT
oaire.fundingStream6817 - DCRRNI ID
person.familyNamePuig-Cabrera
person.givenNameMiguel
person.identifier.ciencia-id4816-E98C-E353
person.identifier.orcid0000-0003-4524-9830
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a Ciência e a Tecnologia
rcaap.rightsopenAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublicatione926f262-ecb5-44df-9de7-454755dac26e
relation.isAuthorOfPublication.latestForDiscoverye926f262-ecb5-44df-9de7-454755dac26e
relation.isProjectOfPublicationd1c0801d-7a0c-4aea-bc54-e18b668c721f
relation.isProjectOfPublication.latestForDiscoveryd1c0801d-7a0c-4aea-bc54-e18b668c721f

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