The influence of emotional intelligence on the service performance of casino frontline employees

Brian King, Catherine Prentice

Research output: Contribution to journalArticle

32 Citations (Scopus)

Abstract

The concept of emotional intelligence has attracted substantial interest in the popular and organisational psychology literature. Whilst the predictive validity of emotional intelligence is likely to depend on the context and focus of interest, researchers have identified a positive relationship between emotional intelligence and job performance in the case of roles which involve emotional labour, such as customer service. It offers the prospect of providing insights into job performance that have not been explained by traditional cognitive intelligence. This paper explores the impact of emotional intelligence on the service performance of frontline employees in the casino industry. The researchers test the hypothesis that emotional intelligence is a predictor of the service performance of casino service representatives. A sample of 152 casino frontline employees in a large Australasia-based casino responded to a questionnaire-based survey which considered emotional intelligence, the five factors of personality and job performance. Based on multiple regression analysis, the results confirmed that emotional intelligence is a significant predictor of the service performance of casino frontline employees forin the high-roller-end market.
Original languageEnglish
Pages (from-to)49-66
Number of pages18
JournalTourism and Hospitality Research
Volume11
Issue number1
DOIs
Publication statusPublished - Jan 2011

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