Understanding the relationships among emotional exhaustion, job satisfaction, and emotional intelligence of hotel front desk employees

Park, Kwang-Hi; Kim, Dae-Kwan

doi:10.1080/10941665.2021.1874448

Cited by 18 publications

(15 citation statements)

References 41 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Finally, our proposed Hypothesis 5 is semi-validated by researchers Lee and Ok (Lee & Ok, 2012); Wolfe and Kim (Wolfe & Kim, 2013); The results were similar to those of Park and Kim (Park & Kim, 2021). Employees who understand their emotions, know themselves well, and can use their emotions are highly satisfied.…”

Section: Discussionsupporting

confidence: 66%

“…Firstly, the emotional intelligence and emotional labor of hotel employees are different depending on whether you are contacting them directly or indirectly (Lee & Ok, 2012), (Huang et al, 2019), (Park & Kim, 2021). In results of testing the Hypothesis H1 and H2, Mongolia's upscale hotel's front line employees' regulation of emotion, uses of emotion and deep acting was different or higher than those of other workers.…”

Section: Discussionmentioning

confidence: 97%

“…The study's research model was established based on the theoretical background of previous studies (Cho & Kim, 2017), (Jung & Yoon, 2014), (Lee & Ok, 2012), (Wolfe & Kim, 2013), (Lee & Madera, 2019), (Park & Kim, 2021) and the variable's definitions. First of all, the level of variability of emotional intelligence, emotional labor, and job satisfaction of Mongolian upscale hotel employees will be calculated.…”

Section: Methodsmentioning

confidence: 99%

“…First of all, the level of variability of emotional intelligence, emotional labor, and job satisfaction of Mongolian upscale hotel employees will be calculated. Hotel employees were divided into two groups, direct-front line employees (Reception; Room service department; Meal and beverage service) and indirect-other employees (Other), depending on the category of position (Lee & Ok, 2012), (Huang et al, 2019), (Kucukusta & Lim, 2020), (Park & Kim, 2021).…”

Section: Methodsmentioning

confidence: 99%

See 3 more Smart Citations

Impact of Hotel Employee’s Emotional Intelligence on Emotional Labor and Job Satisfaction

Sukhragchaa¹,

Munkhuu²,

Badarch

2021

jip

View full text Add to dashboard Cite

The previous researches in the Hospitality Industry of Mongolia especially at accommodation service facilities were mainly focused on the quality of hotel services and foreign guest satisfaction and behaviors. There are insufficient researches related to human resources aspects such as psychological problems, work conditions, incentives and career development, job satisfaction. Therefore, the purpose of the research was (1) to carry out a survey related to emotional intelligence, emotional labor and to define job satisfaction among employees who are working for Mongolian upscale hotels, (2) to clear up whether the elements of emotional intelligence have differences depending on its variables and is to explore and to define correlations between variables namely emotional intelligence, emotional labor and job satisfaction, (3) while getting the survey’s outcome to develop more sustainable and beneficial approaches for human resources management and to develop theoretical and practical recommendations. We found that the emotional intelligence of upscale hotel employees has a positive correlation with their emotional labor and job satisfaction. And we also concluded that the frontline employees from the units as front office, housekeeping, food, and beverage perform excellent quality services to the guests from their deepest heart and they have a high level of emotional intelligence.

show abstract

Section: Discussionsupporting

confidence: 66%

Section: Discussionmentioning

confidence: 97%

Section: Methodsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

See 2 more Smart Citations

Impact of Hotel Employee’s Emotional Intelligence on Emotional Labor and Job Satisfaction

Sukhragchaa¹,

Munkhuu²,

Badarch

2021

jip

View full text Add to dashboard Cite

show abstract

“…Their goal is to identify the relationship between emotional exhaustion, job satisfaction, and employees' emotional intelligence. It has been found that the higher workers' emotional intelligence, the lower their emotional exhaustion [15]. May, philosophical works by M. K. Mamardashvili.…”

Section: According To Harriette Bettis-outland Et Al Low Levels Of Emotional Intelligence Canmentioning

confidence: 99%

Relationship between emotional intelligence and self-actualization in managers of a trading company

Shabanova¹

2021

Econ. Consult.

View full text Add to dashboard Cite

Introduction. The relevance of studying the emotions of employees in organizations is due to the economic and psychological crisis, as a result of which many managers are trying to cope with their stress at work and, in some cases, their job duties remotely. The study aims to examine the relationship between emotional intelligence and individual characteristics of self-actualization in managers of a large trading company. Materials and methods. Forty employees from various trade organizations took part in the study. The following methods were used: the emotional intelligence assessment technique (N. Hall) and the self-actualization test (SAT) (E. Sjostrom). Spearman rank correlation method was used. Research results. A reliable direct relationship between self-motivation and contact was obtained (rs = 0.460; p ≤ 0.05). Self-motivation, defined as managing one’s emotions, determines a person’s ability to quickly establish contacts with people and communicate. The feedback of self-motivation and self-esteem was revealed (rs = -0.555; p ≤ 0.05). According to the respondents’ evaluations, social success is not affected by a person’s ability to manage emotions and feelings. An inverse relationship of empathy and self-esteem was also revealed (rs = -0.463; p ≤ 0.05). Respondents believe that empathy with others can hinder the achievement of social success, recognition, and self-esteem. Conclusion. Emotional intelligence of employees: contributes to developing their leadership skills, increases stress resistance at work, job satisfaction, motivation, interest in organizational learning, reduces emotional exhaustion and fatigue, and is a means of conflict resolution. All this has a positive effect on the company’s efficiency.

show abstract

Emotional Exhaustion and Employee Performance: The Mediating Role Played by Surface Acting

Zhou

Zheng

Liu

et al. 2022

Proceedings of the Sixteenth International Conference on Management Science and Engineering Management – Volume 2

View full text Add to dashboard Cite

Understanding the relationships among emotional exhaustion, job satisfaction, and emotional intelligence of hotel front desk employees

Cited by 18 publications

References 41 publications

Impact of Hotel Employee’s Emotional Intelligence on Emotional Labor and Job Satisfaction

Impact of Hotel Employee’s Emotional Intelligence on Emotional Labor and Job Satisfaction

Relationship between emotional intelligence and self-actualization in managers of a trading company

Emotional Exhaustion and Employee Performance: The Mediating Role Played by Surface Acting

Contact Info

Product

Resources

About