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

Alberto Sanz-García, Almudena Ros-Martínez, Ana López-Navas and Miguel Puig-Cabrera ()
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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

Tourism and Hospitality, 2024, vol. 5, issue 1, 1-14

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.

Keywords: emotional intelligence; hospitality management; quality of hospitality service; job performance; Trait Meta-Mood Scale; SERVQUAL; PLS-SEM (search for similar items in EconPapers)
JEL-codes: Z3 Z30 Z31 Z32 Z33 Z38 (search for similar items in EconPapers)
Date: 2024
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