Emotional Intelligence in Tourism and Hospitality
Emotional intelligence (EI) is the capability to recognize one's own emotions and those of others. The use of emotional information guides thinking and behavior, allowing adjustment of emotions to adapt to environments. As tourism and hospitality services are produced and consumed simultaneously, with a high level of contact between employees and customers, the development of EI of employees in tourism and hospitality establishments is vital.
This book has a skills-based approach and explains how emotional intelligence can be developed in tourism and hospitality students and employees.
1: Introduction to Emotional Intelligence in Tourism and Hospitality
2: Emotions and Developing Emotional Intelligence in Tourism and Hospitality Businesses
3: Measuring Emotional Intelligence in Tourism and Hospitality
4: Emotional Intelligence and Service Encounters
5: Development of Personal Expertise in Tourism and Hospitality Professions: Cognitive Knowledge, Personality and Learning Style
6: Emotional Intelligence, Personality, Gender and Culture Relationship in Tourism and Hospitality
7: Developing Intercultural Sensitivity as an Emotional Ability
8: Service Quality and Emotional Intelligence
9: Service Failures, Recovery and Emotional Intelligence
10: Mystery of Spiritual Intelligence: Predictions, Prophesies and Possibilities