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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Format: | Article |
Language: | deu |
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Edizioni Università di Cassino
2020-12-01
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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. |
first_indexed | 2024-03-12T22:23:41Z |
format | Article |
id | doaj.art-4179975c66fa425cad1059ef6be3aee9 |
institution | Directory Open Access Journal |
issn | 2610-9166 |
language | deu |
last_indexed | 2024-03-12T22:23:41Z |
publishDate | 2020-12-01 |
publisher | Edizioni Università di Cassino |
record_format | Article |
series | Democrazia e Diritti Sociali |
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 AT katerynaholovko influenceofemployeesemotionalintelligenceoncustomerloyaltyintheserviceindustry |