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Ebooks on agriculture and the applied life sciences from CAB International

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Emotional intelligence in tourism and hospitality.

Book cover for Emotional intelligence in tourism and hospitality.


The contributors to this book explain the influence of emotional intelligence on various aspects of service encounters in tourism and hospitality and how emotional intelligence as an important ability of employees in tourism and hospitality can be developed. The book has 10 chapters with plenty of student support materials including real-life examples, case studies, links to websites, activities and discussion questions, recent research findings from top-tier journals and presentation slides for in-class use by academics and trainers.


Book Chapters

Chapter: 1 (Page no: 1) Introduction to emotional intelligence in tourism and hospitality. Author(s): Koc, E.
Chapter: 2 (Page no: 15) Emotions and developing emotional intelligence in tourism and hospitality businesses. Author(s): Koc, E. Boz, H.
Chapter: 3 (Page no: 36) Measuring emotional intelligence in tourism and hospitality. Author(s): Boz, H. Koc, E.
Chapter: 4 (Page no: 46) Emotional intelligence and service encounters. Author(s): Loo PohTheng
Chapter: 5 (Page no: 62) Development of personal expertise in tourism and hospitality professions: cognitive knowledge, personality and learning style. Author(s): Wilson-Wünsch, B. R. Decosta, J. N. P. L.
Chapter: 6 (Page no: 75) Emotional intelligence and its relationship with personality, gender, age and culture in tourism and hospitality. Author(s): Rivera, D., Jr.
Chapter: 7 (Page no: 95) Developing intercultural sensitivity as an emotional ability. Author(s): Irimiás, A. Franch, M.
Chapter: 8 (Page no: 108) Service quality and emotional intelligence. Author(s): Baker, M. A.
Chapter: 9 (Page no: 121) Service failures, recovery and emotional intelligence. Author(s): Ro HeeJung Olson, E. D.
Chapter: 10 (Page no: 134) Mystery of spiritual intelligence: predictions, prophecies and possibilities. Author(s): Yüksel, A.

Book details

  • Author Affiliation
  • Bandirma Onyedi Eylul University, Yeni Mahalle Șehit Astsubay Mustafa Soner Varlık Caddesi No:77, 10200 Bandırma/Balıkesir, Turkey.
  • Year of Publication
  • 2019
  • ISBN
  • 9781786398314
  • Record Number
  • 20193131454