Includes bibliographical references and index.

Introduction to emotional intelligence in tourism and hospitality -- Emotions and developing emotional intelligence in tourism and hospitality businesses -- Measuring emotional intelligence in tourism and hospitality -- Emotional intelligence and service encounters -- Development of personal expertise in tourism and hospitality professions : cognitive knowledge, personality and learning style -- Emotional intelligence and its relationship with personality, gender, age and culture in tourism and hospitality -- Developing intercultural sensitivity as an emotional ability -- Service quality and emotional intelligence -- Service failures, recovery and emotional intelligence -- Mystery of spiritual intelligence : predictions, prophesies and possibilities.

The contributors to this book explain the influence of emotional intelligence on various aspects of service encounters in tourism and hospitality and how emotional intelligence as an important ability of employees in tourism and hospitality can be developed. The book has 10 chapters with plenty of student support materials including real-life examples, case studies, links to websites, activities and discussion questions, recent research findings from top-tier journals and presentation slides for in-class use by academics and trainers.

Access limited to subscribing institution.

Also available in print format.

Title from PDF title page (viewed May 16, 2019).