Emotional Intelligence in Air Transport: Case study of Flight Attendants in Thailand

Abstract

Emotional Intelligence is vital in organizations. The measurement of Emotional Intelligence has been widely used in many ways. This research focused on the appropriate use of Emotional Intelligence in the Airline Business. The authors are interested in the implication of Emotional Intelligence of staff towards improving the service. Flight attendant is the focused group for the researchers to discover the emotional intelligence of service providers. The findings of the study demonstrated a relationship between emotional intelligence and customers satisfaction is significant. The author recommends skills that are vital for service providers in the air transport. The two characters are caring and respect. The air transport is an important sector for the contributions of the revenue for the country. Enhancing customer service with the tools of Emotional Intelligence would enhance the economic growth of the country.