A Study on the Moderating Effect of Emotional Intelligence in the Relationship between Hotel Employees’ Recognition of Jaycustomers’ Behavior, Anger Thought and Burnout

2016 ◽  
Vol 31 (6) ◽  
pp. 101-131
Author(s):  
Jung-Nam Ha ◽  
Woo-Sung Choi
Keyword(s):  
Emotional Intelligence ◽  
Moderating Effect ◽  
Hotel Employees ◽  
The Relationship

Incivility, satisfaction and turnover intention of tourist hotel chefs

2019 ◽  
Vol 31 (5) ◽  
pp. 2034-2053 ◽  
Author(s):  
Hsi-Tien Chen ◽  
Chih-Hung Wang
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Turnover Intention ◽  
Workplace Incivility ◽  
Moderating Effect ◽  
Negative Effects ◽  
Content Type ◽  
Positive Effects ◽  
The Relationship ◽  
Structured Questionnaire

Purpose This study examines the relationships among workplace incivility, job satisfaction and turnover intention for tourist hotel chefs. Furthermore, emotional intelligence is taken as the moderating variable on the relationships between workplace incivility and job satisfaction and workplace incivility and turnover intention. Design/methodology/approach Tourist hotel chefs were invited to participate in this study using purposive sampling, and a structured questionnaire was administered to carry out the investigation on tourist hotel chefs. Findings The results show that workplace incivility has negative effects on job satisfaction and casts positive effects on turnover intention through job satisfaction. Emotional intelligence has a significant moderating effect on the relationship between workplace incivility and job satisfaction. Originality/value This study firstly demonstrated the relationships among workplace incivility, job satisfaction and turnover intention for tourist hotel chefs. Furthermore, the moderating effect of emotional intelligence on the relationship between workplace incivility and job satisfaction was also validated.

scholarly journals The moderating effect of service types on the relationship between emotional intelligence and organization role

2011 ◽  
Vol 8 (2) ◽  
pp. 99
Author(s):  
Abdul Kadir Othman ◽  
Mohamed Sulaiman ◽  
Ali Al-Kahtani
Keyword(s):  
Emotional Intelligence ◽  
Service Industry ◽  
Service Providers ◽  
Moderating Effect ◽  
Mass Service ◽  
Emotional Appraisal ◽  
Effective Organization ◽  
Regulation Of Emotion ◽  
The Relationship ◽  
Pro Social Behavior

Emotional intelligence (EI) is claimed to enhance pro-social behavior, however the claim cannot be generalized to the whole service industry, since services vary significantly. Some services require high levels of customization; while others focus on service standardization. In offering customized services, service providers need to use higher levels of discretion and judgment compared to those offering standardized services. Therefore, this study investigates the moderating effect of service types on the relationship between EI factors (self-emotion appraisal, others emotion appraisal, regulation of emotion and use ofemotion) and service providers' organization role effectiveness. Analysis of J67 responses revealed that there is a significant relationship between self emotional appraisal (SEA) and organization role for moderator-based subgroups. The implication of which is that EI is actively implemented by service providers in mass service to engage in effective organization role.

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