Leverage Emotional and Artificial Intelligences for Employees

Abstract

Emotional intelligence has been popularising in both scientific and no-scientific communities as a new domain of human intelligence to predict individual and organizational success. Artificial intelligence has permeated the business world as a transformational evolution of utilising machines for human jobs. In view of the controversies over the role of artificial intelligence in replacing human jobs, this chapter discusses how emotional intelligence as human intelligence trumps artificial intelligence as machine intelligence over employee loyalty and performance and how artificial intelligence facilitates the latter. Employee performance is operationalised into internal and external dimensions that capture employees’ task efficiency over both internal and external service encounter with co-workers and customers respectively. A case study with service employees working in the hotel was conducted to verify these claims.