... orientation influence their anticipated job anxiety and intention to work in hospitality, while exploring the moderating role of emotional intelligence ( EI ) in these relationships. Design/methodology/approach Grounded in cognitive appraisal theory, this study employed a sequential exploratory mixed...

... 26 07 2023 © Emerald Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only Emotion regulation Emotional experience Emotional labor Emotional contagion Social interaction Appraisal theory Emotional intelligence Emotion research has become...

... aforementioned outcomes via EE. Family incivility In-role performance Emotional exhaustion Emotional intelligence Mindfulness Proactive customer service performance FI is defined as a series of low-intensity deviant behaviors without clear intentions that violate the norms of mutual respect...

...Quynh Nguyen; Adele Ladkin; Hanaa Osman Purpose Drawing from emotional labour (EL) and emotion regulation (ER) theories, this paper aims to identifiy what helps and what hinders the emotional intelligence (EI) practice of Vietnamese hotel workers. Researching EI qualitatively from a novel context...

... Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only Hospitality workers are emotional labor workers because they must display appropriate emotions to their customers to provide outstanding service. Emotional intelligence (EI) helps employees regulate their emotions...

...Hsi-Tien Chen; Chih-Hung Wang Purpose This study examines the relationships among workplace incivility, job satisfaction and turnover intention for tourist hotel chefs. Furthermore, emotional intelligence is taken as the moderating variable on the relationships between workplace incivility and job...

... spiral of incivility from customers to employees happens by measuring the mediating effect of employees’ burnout. Moreover, it investigates how to mitigate the detrimental influences of customer incivility by assessing the moderating effect of employees’ emotional intelligence. A cross-sectional...

...Juan Liu; Seonghee Cho Purpose This paper aims to investigate the interaction effect of job demands (e.g. display rules; DRs) and personal resources (e.g. emotional intelligence; EI) on work engagement and whether this interaction effect varies between managers and non-managers. Design...

... to simultaneously address all three dimensions of workplace incivility to examine how they affect employee emotions and their job performance. Emotional exhaustion Emotional intelligence Perceived organizational support Service performance Workplace incivility Restaurant management Arguably...

...Hyo Sun Jung; Hye Hyun Yoon The purpose of this study is to examine the effects of hospitality employees’ emotional intelligence (EI) on their stress-coping styles and job satisfaction. The sample consisted of 366 food and beverage employees in the Korean hospitality industry...

... extensive review of relevant literature in the area of experience economy and hospitality management. Findings This study proposes a new construct of “Hospitality Intelligence” (HI) encompassing mainly Emotional Intelligence (comprising Interpersonal Intelligence and Intrapersonal Intelligence...

...Taegoo (Terry) Kim; Joanne Jung‐Eun Yoo; Gyehee Lee; Joungman Kim Purpose The study aimed to test the antecedents and consequences of emotional labor (EL) acting strategies in the hotel industry. More specifically, the purpose of this study was to examine the impacts of emotional intelligence (EI...

...Vincent P. Magnini; Gyumin Lee; BeomCheol (Peter) Kim Purpose The purpose of this study is to develop and test a model in which exercise, mediated by emotional intelligence and trust, can result in increased job satisfaction and organizational commitment of frontline hotel workers. Design...