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CAB eBooks

Ebooks on agriculture and the applied life sciences from CAB International

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CABI Book Chapter Info
Cover for Introduction to emotional intelligence in tourism and hospitality.

This chapter introduces the concept of emotional intelligence in general, and then explains the relevance of emotional intelligence for tourism and hospitality businesses. The outline of the book is also presented.

Author(s)
Koc, E.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter
CABI Book Chapter Info
Cover for Measuring emotional intelligence in tourism and hospitality.

This chapter explains the importance of measuring the emotional intelligence of service staff in tourism and hospitality and how this task can be implemented in an efficient and effective manner.

Author(s)
Boz, H.; Koc, E.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter
CABI Book Info
Cover for Emotional intelligence in tourism and hospitality.

The contributors to this book explain the influence of emotional intelligence on various aspects of service encounters in tourism and hospitality and how emotional intelligence as an important ability of employees in tourism and hospitality can be developed. The book has 10 chapters with plenty of...

Author(s)
Koc, E.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book
CABI Book Chapter Info
Cover for Emotions and developing emotional intelligence in tourism and hospitality businesses.

This chapter shows the importance of emotional intelligence for tourism and hospitality operations, and explains how individual service employees in tourism and hospitality can develop their emotional intelligence abilities.

Author(s)
Koc, E.; Boz, H.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter
CABI Book Chapter Info
Cover for Emotional intelligence and service encounters.

This chapter explains emotional intelligence from the perspective of tourism and hospitality service encounters. It shows that emotional intelligence skills are necessary in helping service employees to understand their emotions and manage their emotions effectively in their decision-making while...

Author(s)
Loo PohTheng
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter
CABI Book Chapter Info
Cover for Emotional intelligence and its relationship with personality, gender, age and culture in tourism and hospitality.

This chapter examines how personality, gender, age and culture potentially relate to emotional intelligence. It shows that employees within the hospitality and tourism industry may be influenced by such factors that drive their emotional intelligence levels.

Author(s)
Rivera, D., Jr.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter
CABI Book Chapter Info
Cover for Developing intercultural sensitivity as an emotional ability.

As tourism and hospitality service encounters are increasingly becoming international and intercultural in nature, this chapter explains the role of intercultural sensitivity from the perspective of emotional intelligence. Key stages and activities for employee training in intercultural sensitivity ...

Author(s)
Irimiás, A.; Franch, M.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter
CABI Book Chapter Info
Cover for Service quality and emotional intelligence.

This chapter first discusses service quality and the key models used for its measurement. Next it discusses how service quality relates to both emotional intelligence and emotional labour. Thirdly, the chapter provides an application of the SERVQUAL model to emotional intelligence and labour. The...

Author(s)
Baker, M. A.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter
CABI Book Chapter Info
Cover for Service failures, recovery and emotional intelligence.

This chapter focuses on how emotional intelligence affects both customers and employees during service failure and recovery in hospitality and tourism. Specifically, it describes the four emotional ability dimensions (namely, perceiving, understanding, facilitating, and managing emotion) as they...

Author(s)
Ro HeeJung; Olson, E. D.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter
CABI Book Chapter Info
Cover for Mystery of spiritual intelligence: predictions, prophecies and possibilities.

This chapter attempts to shed light on factors contributing to failures in teamwork, with an explanation of what cognitive, emotional and spiritual intelligence are. Some preliminary findings on the relevance of employee spiritual intelligence in the tourism and hospitality industry are discussed.

Author(s)
Yüksel, A.
ISBN
2019 CAB International (H ISBN 9781786398314)
Type
Book chapter

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