ABSTRACT

Employees’ emotional intelligence (EI) has been studied for over a decade in the hospitality field. While the existing literature has advanced our knowledge of this construct, mixed and inconsistent findings regarding the influence of EI on hospitality employees’ work outcomes can be found in individual studies. To address such issues, we conducted a comprehensive literature review of the extant literature on hospitality employees’ EI. This review yielded 60 empirical studies (from both hospitality and non-hospitality journals), based on which we investigated the background and trend of research into hospitality employees’ EI. A total of 18 EI-related work outcomes were captured and classified into two groups. The direction, magnitude, and heterogeneity of the effect sizes of the relations between hospitality employees’ EI and such work outcomes were meta-analyzed. The theoretical and practical implications are discussed in the light of our key findings.

摘要

员工的情商 (EI) 已在酒店领域进行了十多年的研究。虽然现有文献提高了我们对这一结构的了解，但在个别研究中可以找到关于 EI 对酒店员工工作成果影响的混合和不一致的发现。为了解决这些问题，我们对现有的关于酒店员工 EI 的文献进行了全面的文献回顾。这篇综述产生了 60 项实证研究（来自酒店和非酒店期刊），在此基础上，我们调查了酒店员工 EI 研究的背景和趋势。共捕获了 18 项与 EI 相关的工作成果并将其分为两组。方向、大小、对酒店员工的 EI 与此类工作成果之间关系的效应大小和异质性进行了元分析。根据我们的主要发现讨论了理论和实践意义。