ABSTRACT

This study examines the impacts of frontline hotel employees’ emotional intelligence (EI) and cultural intelligence (CQ) on guests’ satisfaction, and uniquely captures guests’ perceptions of staff capabilities. The results of a survey conducted with Asian and non-Asian respondents suggest there is a strong positive relationship between employee EI and CQ. More significantly, non-Asian hotel guests perceived higher employee EI and CQ than Asian hotel guests. Finally, both employee EI and CQ had positive and significant impact on overall satisfaction, nevertheless, CQ had a much stronger prediction of overall satisfaction than EI. The paper examines the implications of these findings for human resource practices with particular reference to businesses targeting culturally diverse market segments. The conclusion also considers the potential for future studies to expand research based on consumer’s conceptions and perceptions of frontline staffs’ EI and CQ capabilities in alternative hospitality and service domains.

摘要

本研究考察了一线酒店员工的情商 (EI) 和文化智力 (CQ) 对客人满意度的影响，并独特地捕捉了客人对员工能力的看法。对亚洲和非亚洲受访者进行的一项调查结果表明，员工 EI 和 CQ 之间存在很强的正相关关系。更重要的是，非亚洲酒店客人比亚洲酒店客人感知到更高的员工 EI 和 CQ。最后，员工 EI 和 CQ 对整体满意度都有积极且显着的影响，然而，CQ 对整体满意度的预测比 EI 强得多。本文研究了这些发现对人力资源实践的影响，特别是针对针对不同文化的细分市场的企业。