Emotional Intelligence and Tourist Services

Cavelzani, Alessandro; Lee, Ihno A.; Locatelli, Valerio; Monti, Gabriele; Villamira, Marco

doi:10.1300/j149v04n04_01

Cited by 26 publications

(3 citation statements)

References 14 publications

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“…A tour guide has a longer and more intense interaction with his/her client than any frontline employee (Carvelzani et al, 2003). They suffer from antisocial working hours, job IJCHM 36,9 insecurity and limited time for their private lives (e.g.…”

Section: Voids In the Relevant Literaturementioning

confidence: 99%

Does work-family conflict mediate the effect of psychological resilience on tour guides’ happiness?

Dönmez,

Gürlek,

Karatepe

2023

IJCHM

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Purpose This paper aims to explore work interfering with family (WIF) and family interfering with work (FIW) as the mediators linking psychological resilience to happiness. Design/methodology/approach Data gathered from tour guides in Türkiye were used to test the aforesaid associations. In this paper, partial least squares structural equation modeling was performed to gauge the direct links and mediating impacts of WIF and FIW simultaneously in the link between psychological resilience and happiness. Findings Psychological resilience exerts a dual influence on WIF and FIW. Simply put, psychologically resilient tour guides balance their work demands with those of the family or vice versa and exhibit low levels of WIF and FIW. As hypothesized, WIF and FIW are the two mediating mechanisms relating psychological resilience to happiness. Practical implications It is important to create a family-supportive atmosphere where tour guides can avail themselves of family-friendly practices (i.e. family leave, flexible work schedules, breaks to be spent with family members after long tours and convenient working hours). Psychologically resilient tour guides, with the abovementioned practices, would experience alleviated conflicts between work and family roles and would therefore have heightened happiness. Originality/value Although the extant literature has presented plenty of empirical studies about the predictors and outcomes of WIF and FIW, evidence about the links of personal resources as third variables to WIF and FIW simultaneously is still scanty. In addition, there is no evidence linking personal resources such as psychological resilience to nonwork outcomes such as happiness through the mediating roles of WIF and FIW. This paper fills in these voids by gauging the links given above using data collected from tour guides, a population that has been subjected to limited inquiry in the WIF and FIW literature.

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Section: Voids In the Relevant Literaturementioning

confidence: 99%

Does work-family conflict mediate the effect of psychological resilience on tour guides’ happiness?

Dönmez,

Gürlek,

Karatepe

2023

IJCHM

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“…employees and customers) or competing interests (e.g. customers and customers) (Cavelzani et al, 2004). Tourism is such a context with tourists seeking pleasure and memorable experiences that are offered by tourism representatives for business profitability (Vada et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

Emotional intelligence and tourist experience: a perspective article

Prentice

2019

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Purpose This paper aims to discuss how emotional intelligence can be incorporated into the tourism sector to enhance tourist experience. Design/methodology/approach The paper reviews and synthetises current research on emotional intelligence and tourism research. Findings Emotional intelligence is proposed to be incepted into the tourism context through its influence on the service encounter between tourism service representatives and tourists. Originality/value The paper provides a fresh view on tourist experience and suggests applying emotional intelligence into the tourism context to enhance tourist experience.

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“…Este es un artículo Open Access bajo la licencia CC BY-NC-ND (http://creativecommons.org/licenses/bync-nd/4.0/). EI to improve customer service (Cavelzani, Lee, Locatelli, Monti, & Villamira, 2003), to increase sales, and to ensure that their managers do well internationally.…”

mentioning

confidence: 99%

Validation of the Wong and Law Emotional Intelligence Scale for Chilean managers

Prado

Zárate-Torres

2019

Sumapsi

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The Wong and Law Emotional Intelligence Scale, WLEIS, is one of the most widely used instruments for measuring emotional intelligence in the world. This scale was designed for the work context and evaluates the assessment and expression of a person's emotions, the assessment and recognition of emotions in others, the regulation of a person's emotions, and the use of emotion to aid performance. However, in the Chilean context, there have been no studies on the validity of WLEIS for senior management within firms. The present study seeks to obtain evidence of validity based on WLEIS' internal structure using a sample of 100 Chilean managers. This is an instrumental type study. An exploratory and confirmatory factor analysis corroborated the dimensions of WLEIS, which presented adequate levels of reliability. The average scores in the factors were then compared according to age, sex, and level of educational. The implications of these findings are discussed in the last section.

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Emotional Intelligence and Tourist Services

Cited by 26 publications

References 14 publications

Does work-family conflict mediate the effect of psychological resilience on tour guides’ happiness?

Does work-family conflict mediate the effect of psychological resilience on tour guides’ happiness?

Emotional intelligence and tourist experience: a perspective article

Validation of the Wong and Law Emotional Intelligence Scale for Chilean managers

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