Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

The Influence of Emotional Intelligence on the Service Performance of Casino Frontline Employees

The Influence of Emotional Intelligence on the Service Performance of Casino Frontline Employees The concept of emotional intelligence (EI) has attracted substantial interest in the popular and organisational psychology literature. Although the predictive validity of EI is likely to depend on the context and focus of interest, researchers have identified a positive relationship between EI and job performance in the case of roles, which involve emotional labour, such as customer service. It offers the prospect of providing insights into job performance that have not been explained by traditional cognitive intelligence. This article explores the impact of EI on the service performance of frontline employees in the casino industry. The researchers test the hypothesis that EI is a predictor of the service performance of casino service representatives. A sample of 152 casino frontline employees in a large Australasia-based casino responded to a questionnaire-based survey, which considered EI, the five factors of personality and job performance. Based on multiple regression analysis, the results confirmed that EI is a significant predictor of the service performance of casino frontline employees for the high-roller market. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Tourism and Hospitality Research SAGE

The Influence of Emotional Intelligence on the Service Performance of Casino Frontline Employees

Loading next page...
 
/lp/sage/the-influence-of-emotional-intelligence-on-the-service-performance-of-SLIg6ok8I1

References (84)

Publisher
SAGE
Copyright
© 2011 SAGE Publications
ISSN
1467-3584
eISSN
1742-9692
DOI
10.1057/thr.2010.21
Publisher site
See Article on Publisher Site

Abstract

The concept of emotional intelligence (EI) has attracted substantial interest in the popular and organisational psychology literature. Although the predictive validity of EI is likely to depend on the context and focus of interest, researchers have identified a positive relationship between EI and job performance in the case of roles, which involve emotional labour, such as customer service. It offers the prospect of providing insights into job performance that have not been explained by traditional cognitive intelligence. This article explores the impact of EI on the service performance of frontline employees in the casino industry. The researchers test the hypothesis that EI is a predictor of the service performance of casino service representatives. A sample of 152 casino frontline employees in a large Australasia-based casino responded to a questionnaire-based survey, which considered EI, the five factors of personality and job performance. Based on multiple regression analysis, the results confirmed that EI is a significant predictor of the service performance of casino frontline employees for the high-roller market.

Journal

Tourism and Hospitality ResearchSAGE

Published: Jan 1, 2011

There are no references for this article.