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Guney, Mine (2024) Exploring Emotional Intelligence In The Hospitality Industry: Effects On Customer Satisfaction and Employee Performance. Masters thesis, Dublin, National College of Ireland.
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Abstract
The purpose of this research was to examine the relationship between emotional intelligence (EI) and the influence on customer satisfaction and performance of employees within the context of the hospitality sector. Using qualitative research methodology and especially conducting interviews, the research describes how EI impacts various functions of hospitality management. This research suggests that increased levels of EI among members of the organization positively impacts the effectiveness of services, customers’ satisfaction, and the organizational environment. Overall, this study contributes to the knowledge of EI in the hospitality environment by underlining its importance in the context of the improvement of interpersonal relations and efficient work of all employees. It also presents several limitations as the research sample is quite small and there is a lack of cultural diversity in most of the cases. Implications for future research include expanding the sample diversity and focusing on different roles within the hospitality industry. Recommendations for the industry include creating a sturdy framework for EI learning and improvement as well as including EI in leadership training and conducting routine assessment of EI.
Authorities should recommend and prescribe standards for EI training providers aiming to set requirements for establishing quality and safe relations at the work environment across the sector. Thus, to foster employees’ happiness and maintain their high level of engagement, it is crucial to focus on aspects of EI and constant improvement of the results of assessment and overall performance of the hospitality organizations.
In conclusion, it can be stated that this research has established a great importance of EI in enhancing the level of customer satisfaction as well as the performance of employees in the context of the hospitality sector. It outlines an agenda for further research on the topic and possible interventions to improve employees’ EI to benefit organizational development in the sector of services.
| Item Type: | Thesis (Masters) |
|---|---|
| Supervisors: | Name Email Walsh, Jeffrey UNSPECIFIED |
| Subjects: | H Social Sciences > HF Commerce > Marketing > Consumer Behaviour B Philosophy. Psychology. Religion > Psychology > Emotional Intelligence H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management > Performance Management > Employee Engagement H Social Sciences > HD Industries. Land use. Labor > Specific Industries > Hospitality Industry H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management > Performance Management |
| Divisions: | School of Business > Master of Science in Entrepreneurship |
| Depositing User: | Ciara O'Brien |
| Date Deposited: | 01 Aug 2025 08:47 |
| Last Modified: | 01 Aug 2025 08:47 |
| URI: | https://norma.ncirl.ie/id/eprint/8395 |
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