The Influence of Employees’ Emotional Intelligence on CustomerLoyalty in the Service Industry

The purpose of this paper is to identify the impact of employees’ emotional intelligence on the level of their customers’ satisfaction. The field of hospitality was chosen, and the study covered the Booking global online platform. Content analysis of guest reviews and hotel ratings displayed a stron...

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Main Author: Kateryna Holovko
Format: Article
Language:deu
Published: Edizioni Università di Cassino 2020-12-01
Series:Democrazia e Diritti Sociali
Online Access:https://www.democraziaedirittisociali.it/wp-content/uploads/2021/02/Holovko.pdf
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author Kateryna Holovko
author_facet Kateryna Holovko
author_sort Kateryna Holovko
collection DOAJ
description The purpose of this paper is to identify the impact of employees’ emotional intelligence on the level of their customers’ satisfaction. The field of hospitality was chosen, and the study covered the Booking global online platform. Content analysis of guest reviews and hotel ratings displayed a strong correlation between the number of negative assessments regarding the hotel staff and the hotel Booking rating. That means that customer satisfaction depends on the quality of services provided by hotel staff. That makes emotional intelligence extremely important for hospitality industry representatives as it influences customer loyalty. The ability to manage emotional state also prevent emotional and professional burnout of hospitality industry staff.
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spelling doaj.art-4179975c66fa425cad1059ef6be3aee92023-07-22T20:33:02ZdeuEdizioni Università di CassinoDemocrazia e Diritti Sociali2610-91662020-12-01202024754The Influence of Employees’ Emotional Intelligence on CustomerLoyalty in the Service IndustryKateryna HolovkoThe purpose of this paper is to identify the impact of employees’ emotional intelligence on the level of their customers’ satisfaction. The field of hospitality was chosen, and the study covered the Booking global online platform. Content analysis of guest reviews and hotel ratings displayed a strong correlation between the number of negative assessments regarding the hotel staff and the hotel Booking rating. That means that customer satisfaction depends on the quality of services provided by hotel staff. That makes emotional intelligence extremely important for hospitality industry representatives as it influences customer loyalty. The ability to manage emotional state also prevent emotional and professional burnout of hospitality industry staff.https://www.democraziaedirittisociali.it/wp-content/uploads/2021/02/Holovko.pdf
spellingShingle Kateryna Holovko
The Influence of Employees’ Emotional Intelligence on CustomerLoyalty in the Service Industry
Democrazia e Diritti Sociali
title The Influence of Employees’ Emotional Intelligence on CustomerLoyalty in the Service Industry
title_full The Influence of Employees’ Emotional Intelligence on CustomerLoyalty in the Service Industry
title_fullStr The Influence of Employees’ Emotional Intelligence on CustomerLoyalty in the Service Industry
title_full_unstemmed The Influence of Employees’ Emotional Intelligence on CustomerLoyalty in the Service Industry
title_short The Influence of Employees’ Emotional Intelligence on CustomerLoyalty in the Service Industry
title_sort influence of employees emotional intelligence on customerloyalty in the service industry
url https://www.democraziaedirittisociali.it/wp-content/uploads/2021/02/Holovko.pdf
work_keys_str_mv AT katerynaholovko theinfluenceofemployeesemotionalintelligenceoncustomerloyaltyintheserviceindustry
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