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.
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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...
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