Emotional intelligence is the capability to recognize, use and manage one’s own emotions and those of others. The use of emotional information guides thinking and behaviour, 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 emotional intelligence 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. Key features:
A foreword by Gill Hasson
The first tourism and hospitality book to describe emotional intelligence
Covers all major literature, concepts, theories and research findings from the perspective of emotional intelligence.
Includes exercises, end of chapter questions, practical examples, student aids and Powerpoint slides for each chapter that can be used in class by academicians and practitioners in their training sessions.
The book is intended for use by tourism and hospitality students, researchers and practitioners.
A propos de l’auteur
Atila Yüksel, Ph D, is Professor of Marketing at the University of Adnan Menderes, Turkey. He serves on the editorial board of ten international scientific journals and he is the co-founding editor of Journal of Travel and Hospitality Management, and the editor of Journal of Travel and Tourism Research. He has published, both independently and in co-authorship, in the Journal of Tourism Management, Journal of Hospitality and Tourism Research, Journal of Travel and Tourism Marketing, Cornell Quarterly, Annals of Tourism Research, Journal of Quality Assurance in Tourism and Hospitality, and Journal of Vacation Marketing. He has co-authored four books and he is the editor of ‘Tourist Satisfaction and Complaining Behavior: Measurement and management issues in the hospitality and tourism industry’. He has directed international projects and served as a consultant to Chamber of Commerce. Professor Yuksel’s research interests are in tourism planning, destination management, services marketing, and customer relationship management.
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