Abstract
Article history: Received January 14, 2013 Received in revised format 10 April 2013 Accepted 12 April 2013 Available online April 14 2013 The objective of this study is to investigate the effect of employees’ Emotional Intelligence (EI), Job Satisfaction (JS) and Organizational Citizenship Behavior (OCB) on Employee's Performance (EP) in Iranian hotel industry. The proposed study of this paper designs a questionnaire and distributes it among 225 employees who have a high interaction with customers in hotel industry. In order to describe the data, the frequency distribution tables have been used and the structural equations model (SEM) has been used to describe the data. The results of this survey have confirmed all the proposed hypotheses of this survey except the one, which was associated with the relationship between OCB on EP. Therefore, EI have positive impacts on JS, OCB and EP in Iranian hotel industry. Conclusion and Managerial implications have been offers.
Highlights
The lifeblood of a service organization is its employees, front-line, customer contact employees
The measurement model of this study demonstrated overall a high degree of good fit to the data, χ2=265.66, df=126, root mean square error of approximation (RMSEA)=0.077, non-normed fit index (NNFI)=0.94, and comparative fit index (CFI)=0.95
Discriminate and convergent validity were considered to be ensured since the average variance extracted (AVE) of all constructs were greater than the squared correlation between constructs and exceeded minimum criterion of 0.50 (Fornell & Larcker, 1981)
Summary
The lifeblood of a service organization is its employees, front-line, customer contact employees. Front-line employees have multiple roles to fulfill, and are answerable to demands from line managers and others within the organization, as well as customers. Successful organizations require employees who can communicate effectively, control their emotions, and demonstrate their technical abilities (Jung & Yoon, 2011). In service-oriented businesses such as hotels and banking employees are service providers in direct face-to face contact with customers; any EI, which plays important roles in controlling emotions; is more influential. For employees to keep emotionally and healthy conditions in service encounters in hotels and continuously create positive outcomes, their ability to control their emotions should be prioritized. It is argued that the success or failure of a service encounter is largely determined by the frontline employee EI in service industry especially in hotels
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