Purpose

Hospitality workers are emotional labor workers because they must display appropriate emotions to their customers to provide outstanding service. Emotional intelligence (EI) helps employees regulate their emotions and display appropriate emotions, and hence should help hospitality workers provide outstanding service. However, the strength of the relationship between EI and hospitality workers’ job performance substantially varied across studies. Hence, the purpose of the present study is to clarify the mixed findings and to examine if EI can improve hospitality workers’ job performance.

Design/methodology/approach

A meta-analysis was performed to investigate the relationship between EI and hospitality workers’ job performance as well as the moderators which condition this relationship.

Findings

The present meta-analysis indicated that EI is positively related to hospitality workers’ job performance (ρ̅̂ = 0.54); the relationship between EI and hospitality workers’ job performance is stronger when the percentage of married subjects is low and in feminine cultures; and this relationship does not differ between male-dominated and female-dominated studies, across educational levels, between collectivistic and individualistic cultures, between low and high power distance cultures and between low and high uncertainty avoidance cultures.

Research limitations/implications

This study uncovers theoretically important moderators that contribute to cross-cultural research, work–family literature and gender-related literature in hospitality research.

Originality/value

The present study builds a theoretical foundation and performs a meta-analysis to elucidate the relationship between EI and hospitality workers’ job performance and to identify the moderators which condition this relationship.

中文翻译：

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酒店业的情商和工作绩效：元分析评论

目的

酒店员工是情绪劳动者，因为他们必须向客户展示适当的情绪才能提供出色的服务。情商 (EI) 有助于员工调节情绪并表现出适当的情绪，因此应帮助酒店员工提供出色的服务。然而，EI 与酒店员工工作绩效之间的关系强度在不同研究中存在很大差异。因此，本研究的目的是澄清混合的发现并检查 EI 是否可以提高酒店员工的工作绩效。

设计/方法/方法

进行了一项荟萃分析来调查 EI 与酒店员工工作绩效之间的关系以及调节这种关系的调节因素。

发现

目前的荟萃分析表明，EI 与酒店员工的工作绩效呈正相关（ρ ̅̂ = 0.54）；当已婚对象的百分比较低且在女性文化中时，EI 与酒店工作人员的工作绩效之间的关系更强；这种关系在男性主导和女性主导的研究之间、不同教育水平之间、集体主义和个人主义文化之间、低和高权力距离文化之间以及低和高不确定性规避文化之间没有区别。

研究限制/影响

本研究揭示了在酒店研究中对跨文化研究、工作-家庭文献和性别相关文献做出贡献的理论上重要的调节器。

原创性/价值

本研究建立了理论基础并进行了荟萃分析，以阐明 EI 与酒店员工工作绩效之间的关系，并确定调节这种关系的调节因素。