This paper describes the research conducted in relating the emotional competencies of individual general managers to the key performance outputs under their direct control. The Bar‐On Eqi is the tool used to test emotional intelligence, and the participants in the study are a group of managers operating in the pub restaurant sector of the leisure industry in the UK. Evidence was found of correlation in key areas of profit performance relating to the emotional intelligence pattern of the general manager.
International Journal of Contemporary Hospitality Management – Emerald Publishing
Published: Jun 1, 2004
Keywords: Intelligence; Customer services quality; General management; Team working; Hotel and catering industry