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Psychometrics of Emotional Intelligence in Hospitality: A Cross-Sectional Study on Human Capital and Quality of Service

Author

Listed:
  • Alberto Sanz-García

    (Faculty of Medicine, Catholic University of Murcia—UCAM, 30107 Murcia, Spain)

  • Almudena Ros-Martínez

    (Faculty of Medicine, Catholic University of Murcia—UCAM, 30107 Murcia, Spain)

  • Ana López-Navas

    (Faculty of Medicine, Catholic University of Murcia—UCAM, 30107 Murcia, Spain)

  • Miguel Puig-Cabrera

    (Research Centre for Tourism, Sustainability and Well-Being (CinTurs), Universidade do Algarve, 8005-200 Faro, Portugal)

Abstract

Little research has been conducted specifically on emotional intelligence (EI) and perceived quality of service in the hospitality industry. The main goal of this research consists of providing empirical evidence related to EI regarding its importance in quality of hospitality service (QHS). To do so, a hypothetical and conceptual model was tested by Partial Least Square-Structural Equation Modeling (PLS-SEM) techniques based on a sample of 408 employees in the hospitality sector in the region of Murcia (Spain). The findings of this work reveal the incidence that EI has on the QHS of human capital, despite a scenario that is characterized by a high rate of talent shortage worldwide and an increasing digitalization that could reduce human interaction. Also, implications are given so that EI could be more deeply analyzed for EI strategy-building within organizational behavior and human resource management areas from a practical approach, increasing engagement and preventing the so-called quality service sabotage.

Suggested Citation

  • Alberto Sanz-García & Almudena Ros-Martínez & Ana López-Navas & Miguel Puig-Cabrera, 2024. "Psychometrics of Emotional Intelligence in Hospitality: A Cross-Sectional Study on Human Capital and Quality of Service," Tourism and Hospitality, MDPI, vol. 5(1), pages 1-14, March.
    • Handle: RePEc:gam:jtourh:v:5:y:2024:i:1:p:16-250:d:1361538
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    References listed on IDEAS

    as
    1. John Hulland, 1999. "Use of partial least squares (PLS) in strategic management research: a review of four recent studies," Strategic Management Journal, Wiley Blackwell, vol. 20(2), pages 195-204, February.
    2. Kira S. Birditt & Karen L. Fingerman, 2003. "Age and Gender Differences in Adults' Descriptions of Emotional Reactions to Interpersonal Problems," The Journals of Gerontology: Series B, The Gerontological Society of America, vol. 58(4), pages 237-245.
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