Abstract
Using the Multilevel Model of Emotional in Organizations, this study investigates whether managers’ levels of social intelligence affect employees’ emotional labor and the emotional climate of the ...
Highlights
Despite the fact that emotions represent an important component of employees’ behavior in hotel businesses, this dimension has been somewhat under-examined (Byron, 2008). It is managers who are the most responsible for the emotions of their employees; their social intelligence can be vital in terms of the performance of employees
Research in the field of hospitality accepts the influence of the emotional climate of the workplace on employee performance (Ashkanasy & Nicholson, 2003; Ozcelik, Langton, & Aldrich, 2008)
Frontline employees in the hospitality industry use their soft skills to provide high quality services to customers. These soft skills are known as aesthetics, social relations, and emotions (Baum, 2006)
Summary
Despite the fact that emotions represent an important component of employees’ behavior in hotel businesses, this dimension has been somewhat under-examined (Byron, 2008). It is managers who are the most responsible for the emotions of their employees; their social intelligence can be vital in terms of the performance of employees. Volkan Genc, is a research assistant at the School of Tourism and Hotel Management at Batman University. He is currently doing a PhD in Tourism Management at Eskisehir Anadolu University in Turkey. He continues to work on emotional and social competence, emotional labor, aesthetic labor, and the role of employee’s emotions in resistance to change
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
