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Emotional intelligence in tourism and hospitality / edited by Erdogan Koc.

Contributeur(s) :

Type de matériel : Texte

TexteÉditeur : Wallingford, Oxfordshire, UK : CABI, 2019Date du droit d'auteur : �2019Description : 1 online resource (ix, 153 pages) : illustrations, chartsType de contenu :

text

Type de média :

computer

Type de support :

online resource

ISBN :

9781786398321
9781786398338

Sujet(s) :

Disponible sous un autre format : Print version:: Emotional intelligence in tourism and hospitality.Classification CDD :

910/.019 23

Classification de la Bibliothèque du Congrès :

G155.A1 E42876 2019eb

Ressources en ligne :

Click here to access resource

Autres formats physiques disponibles :

Also available in print format.

Dépouillement complet :

Introduction to emotional intelligence in tourism and hospitality -- Emotions and developing emotional intelligence in tourism and hospitality businesses -- Measuring emotional intelligence in tourism and hospitality -- Emotional intelligence and service encounters -- Development of personal expertise in tourism and hospitality professions : cognitive knowledge, personality and learning style -- Emotional intelligence and its relationship with personality, gender, age and culture in tourism and hospitality -- Developing intercultural sensitivity as an emotional ability -- Service quality and emotional intelligence -- Service failures, recovery and emotional intelligence -- Mystery of spiritual intelligence : predictions, prophesies and possibilities.

Résumé : The contributors to this book explain the influence of emotional intelligence on various aspects of service encounters in tourism and hospitality and how emotional intelligence as an important ability of employees in tourism and hospitality can be developed. The book has 10 chapters with plenty of student support materials including real-life examples, case studies, links to websites, activities and discussion questions, recent research findings from top-tier journals and presentation slides for in-class use by academics and trainers.

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Includes bibliographical references and index.

The contributors to this book explain the influence of emotional intelligence on various aspects of service encounters in tourism and hospitality and how emotional intelligence as an important ability of employees in tourism and hospitality can be developed. The book has 10 chapters with plenty of student support materials including real-life examples, case studies, links to websites, activities and discussion questions, recent research findings from top-tier journals and presentation slides for in-class use by academics and trainers.