The Mediating Role of Emotional Intelligence on the Impact of Perfectionism on Problem-solving Skills: An Application for Tourist Guides Mükemmeliyetçiliğin Problem Çözme Becerisine Etkisinde Duygusal Zekânın Aracı Rolü: Turist Rehberlerine Yönelik Bir Uygulama (original) (raw)
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Emotional Intelligence: A Critical Factor to Success in Tourist Relationship Management
International Business Research, 2012
Given economic challenges in the recent years, various sectors of the economy has experienced major changes and for this reason, the Tourism Strategic Environment cannot be excluded from these challenges. The tourism has always a long association with human behavioral and emotional dimensions and it is one of the most fundamental human activities. Major part of the tourism literature is focused on the economic results and the positive role of tourism in employment, and exploitation of new opportunities; however, unfortunately, important and vital part of this kind of studies, namely "tourist" as the customer of the Tourism Services has always been neglected. Basic dimensions of emotional intelligence including; determinants of Self-awareness and self-management, Motivation, Social Skills, and Empathy have a direct relationship with human communications, so institutionalization and level increases of emotional intelligence in customer relationship team can be considered as an effective policy for long-term relationship with tourists. To promote tourist attraction rate, Customer relationship management as a business strategy has to boost fundamental factors of emotional intelligence. In this study, by using the Fuzzy AHP we identify and rank the importance of these factors/determinants in order to use them more effectively in Customer/tourists relationship management environment.
Employees of retail travel agencies in sales roles can have long-lasting, direct contact with tourists which, in the case of poor customer service, can be extremely problematic for businesses. Because of this, it is important to understand how employees manage their emotions to help them to remain satisfied with their work, thus contributing to the satisfaction of tourists. However, job satisfaction, emotional intelligence and emotional labor in tourism have not previously been studied together as variables in a single model. This research analyses the mediating role of emotional intelligence in the relationship between job satisfaction and emotional labor in travel agencies, as well as job satisfaction as an antecedent of emotional labor. Data were collected from 160 employees of 45 travel agencies in the Serbian cities of Belgrade and Novi Sad. Results show that employees' emotional intelligence mediates the positive relationship between job satisfaction and emotional labor. Management implications: Increasing employees' emotional intelligence through training and development and actively recruiting employees with high emotional intelligence will
An Emotional Intelligence Training Program in the Tourism Sector
International Conference on Tourism Research
In a competitive and continually changing tourism and hospitality sector the need for high qualified and motivated human resources, which meet the current and future business demands is more than ever imperative. As tourism is expected to thrive in the coming years, it is essential for tourism employees to have intrapersonal and interpersonal abilities that lead to positive interactions with customers, contributing to their memorable emotional experiences and delivering at the same time benefits to the tourism industry. On the other hand, putting emphasis on Emotional Intelligence development, through innovative training programs and educational methods, can lead to qualified personnel, which apart from cognitive abilities can also develop emotional abilities, significant for the tourism sector. In this framework, an education and training program that implements Transformative Learning theory, based on critical reflection, rational discourse, and experience, can motivate tourism employees to get outside of their comfort zones and change their assumptions, their dysfunctional beliefs, their values, and the way of being in the world. In a multicultural environment, such as the tourism field, the implementation of Transformative Learning can lead individuals to be more inclusive, open to new cultures and ideas, re-establishing their perspectives and behaviors to be more functional. Additionally, the utilization of digital learning environments, which are extremely popular in the recent years and characterized by flexibility and ubiquity, can contribute to the effectiveness of the learning process and the improvement of Emotional Intelligence. This research presents a training program that embraces the advantages of digital learning environments utilizing Transformative Learning as a pedagogical tool for the development of Emotional Intelligence in the tourism sector.
The impact of behaviors and skills of tour guides in guiding tourist groups
2019
The aim of this study was to reveal the impact of the tour guide's behaviors and skills in guiding tourists groups in an efficient manner. To achieve the aim of the study, a random sample of (117) tour guides were selected and the descriptive approach was applied for the purposes of this study, where the researcher prepared a questionnaire consisting of (25) paragraphs divided into two fields: the behaviors and the skills of the tour guide. After confirming the reliability and stability of the tool it was applied to the sample where the results showed that the behaviors of the tour guides do have an impact on guiding tourist groups, as do their skills. The results indicated that there were statistically significant differences due to the impact of experience and training on the behaviors of the tour guides, while no statistically significant differences were found due to either their experience or training in the skills of a tour guide in guiding tourist groups. The originality ...
The purpose of the present study was to examine the effects of cultural intelligence (CQ) and emotional intelligence (EI) on a tour leader's adjustment in a different cultural environment. Data were collected from 330 outgoing tour leaders in Tehran, Iran. The construct validity was confirmed by using confirmatory factor analysis. The data were analyzed using correlation analysis and path analysis to test the effect of CQ on crosscultural adjustment, and the moderating effect of EI on the relationship between CQ and cross-cultural adjustment. The results showed that CQ had a positive effect on crosscultural adjustment. In addition, we found that CQ had a positive effect on EI. The findings of the research showed that emotional intelligence in not significantly the mediator variable. Emotional intelligence has a positive and significant effect on cross-cultural adjustment. The findings of this study contribute to the body of knowledge in the field of CQ and crosscultural research, and it provides practical implications for individuals seeking to improve their cross-cultural effectiveness, enhancing their cultural intelligence and emotional intelligence, specifically in tourism industry.
Emotional Intelligence in Tourism and Hospitality
Emotional Intelligence in Tourism and Hospitality, 2019
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.
3rd ICMR Proceedings, 2018
Tourism is a fast-growing industry in Sri Lanka. In that case stakeholders of the tourism industry act a major role of developing sustainable tourism industry within the island. When considering about the stakeholders of the industry tourist guides take important place. But sometimes when they are operating their performance to achieve their targets while developing the sustainable tourism in sri lanka they have to face many issues. As well as there are many problems in the performances of tourist guides in Sri Lanka. Then collected the data to understand the relationship among tourist guide performance, tourist satisfaction and tourist revisit intention with a survey; questionnaire. Tourist guides performance are described using two major skills called Intrapersonal servability and interpersonal servability with organizational skills. Then questionnaires were given to 150 respondents from tourists who visit Sri Lanka. Finally, three intrapersonal servability skills including appearance, work attitude and communication skill as well as four interpersonal servability and organizational skills including empathy, solving problem skill, organization skill and entertainment introduction skill were identified as the factors that have significant and positive relationship with tourist satisfaction. Furthermore, identified that all above skills besides empathy have significant and positive relationship with tourist revisit intention also.
The present study investigates whether there is a relationship between emotional labor presentation styles and self-acceptance scores of tour guides. The research data were collected from 307 tour guides registered to 13 chambers of The Union of Tourist Guides using the questionnaire technique. The data were analysed with factor analysis and correlation analysis. According to the results of the analysis, tourist guides have two different emotional labor presentation styles, the first being deep acting and the second being surface acting, and their average self-acceptance score is approximately 38. Correlation analysis showed a significant relationship between emotional labor presentation styles and self-acceptance scores of tour guides.