TY  - BOOK
AU  - Koc,Erdogan
ED  - C.A.B. International,
TI  - Emotional intelligence in tourism and hospitality
SN  - 9781786398321
AV  - G155.A1 E42876 2019eb
U1  - 910/.019 23
PY  - 2019///
CY  - Wallingford, Oxfordshire, UK
PB  - CABI
KW  - Tourism
KW  - Psychological aspects
KW  - Employees
KW  - Training of
KW  - Hospitality industry
KW  - Emotional intelligence
KW  - Cognitive development
KW  - cabt
KW  - Customer relations
KW  - Emotions
KW  - Mental ability
KW  - Personnel
KW  - Tourist industry
N1  - 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; Access limited to subscribing institution; Also available in print format
N2  - 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
UR  - https://dx.doi.org/10.1079/9781786398314.0000
ER  -