Psychometrics of Emotional Intelligence in Hospitality: A Cross-Sectional Study on Human Capital and Quality of Service
Little 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 s...
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2024-03-01
|
| Series: | Tourism and Hospitality |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2673-5768/5/1/16 |
| _version_ | 1797239171786473472 |
|---|---|
| author | Alberto Sanz-García Almudena Ros-Martínez Ana López-Navas Miguel Puig-Cabrera |
| author_facet | Alberto Sanz-García Almudena Ros-Martínez Ana López-Navas Miguel Puig-Cabrera |
| author_sort | Alberto Sanz-García |
| collection | DOAJ |
| description | Little 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. |
| first_indexed | 2024-04-24T17:47:18Z |
| format | Article |
| id | doaj.art-791ff2cafd174cfbb9ba0491f0b895ca |
| institution | Directory Open Access Journal |
| issn | 2673-5768 |
| language | English |
| last_indexed | 2024-04-24T17:47:18Z |
| publishDate | 2024-03-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Tourism and Hospitality |
| spelling | doaj.art-791ff2cafd174cfbb9ba0491f0b895ca2024-03-27T14:06:06ZengMDPI AGTourism and Hospitality2673-57682024-03-015123725010.3390/tourhosp5010016Psychometrics of Emotional Intelligence in Hospitality: A Cross-Sectional Study on Human Capital and Quality of ServiceAlberto Sanz-García0Almudena Ros-Martínez1Ana López-Navas2Miguel Puig-Cabrera3Faculty of Medicine, Catholic University of Murcia—UCAM, 30107 Murcia, SpainFaculty of Medicine, Catholic University of Murcia—UCAM, 30107 Murcia, SpainFaculty of Medicine, Catholic University of Murcia—UCAM, 30107 Murcia, SpainResearch Centre for Tourism, Sustainability and Well-Being (CinTurs), Universidade do Algarve, 8005-200 Faro, PortugalLittle 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.https://www.mdpi.com/2673-5768/5/1/16emotional intelligencehospitality managementquality of hospitality servicejob performanceTrait Meta-Mood ScaleSERVQUAL |
| spellingShingle | Alberto Sanz-García Almudena Ros-Martínez Ana López-Navas Miguel Puig-Cabrera Psychometrics of Emotional Intelligence in Hospitality: A Cross-Sectional Study on Human Capital and Quality of Service Tourism and Hospitality emotional intelligence hospitality management quality of hospitality service job performance Trait Meta-Mood Scale SERVQUAL |
| title | Psychometrics of Emotional Intelligence in Hospitality: A Cross-Sectional Study on Human Capital and Quality of Service |
| title_full | Psychometrics of Emotional Intelligence in Hospitality: A Cross-Sectional Study on Human Capital and Quality of Service |
| title_fullStr | Psychometrics of Emotional Intelligence in Hospitality: A Cross-Sectional Study on Human Capital and Quality of Service |
| title_full_unstemmed | Psychometrics of Emotional Intelligence in Hospitality: A Cross-Sectional Study on Human Capital and Quality of Service |
| title_short | Psychometrics of Emotional Intelligence in Hospitality: A Cross-Sectional Study on Human Capital and Quality of Service |
| title_sort | psychometrics of emotional intelligence in hospitality a cross sectional study on human capital and quality of service |
| topic | emotional intelligence hospitality management quality of hospitality service job performance Trait Meta-Mood Scale SERVQUAL |
| url | https://www.mdpi.com/2673-5768/5/1/16 |
| work_keys_str_mv | AT albertosanzgarcia psychometricsofemotionalintelligenceinhospitalityacrosssectionalstudyonhumancapitalandqualityofservice AT almudenarosmartinez psychometricsofemotionalintelligenceinhospitalityacrosssectionalstudyonhumancapitalandqualityofservice AT analopeznavas psychometricsofemotionalintelligenceinhospitalityacrosssectionalstudyonhumancapitalandqualityofservice AT miguelpuigcabrera psychometricsofemotionalintelligenceinhospitalityacrosssectionalstudyonhumancapitalandqualityofservice |