Emotional intelligence or artificial intelligence – an employee perspective
Article
Article Title | Emotional intelligence or artificial intelligence – an employee perspective |
---|---|
ERA Journal ID | 19669 |
Article Category | Article |
Authors | Prentice, Catherine (Author), Lopes, Sergio Dominique (Author) and Wang, Xuequn (Author) |
Journal Title | Journal of Hospitality Marketing and Management |
Journal Citation | 29 (4), pp. 377-403 |
Number of Pages | 27 |
Year | 2020 |
Publisher | Taylor & Francis |
Place of Publication | United States |
ISSN | 1050-7051 |
1936-8623 | |
1936-8631 | |
Digital Object Identifier (DOI) | https://doi.org/10.1080/19368623.2019.1647124 |
Web Address (URL) | https://www.tandfonline.com/doi/full/10.1080/19368623.2019.1647124 |
Abstract | Emotional intelligence as personal intelligence and artificial intelligence as a machine intelligence have been popular in the relevant literature over the last two decades. The current study integrates these two concepts and explores how emotional and artificial intelligence influences employee retention and performance with a focus on service employees in the hotel industry. Employee performance is operationalised into internal and external dimensions that captures employees’ task efficiency over both internal and external service encounters with co-workers and customers respectively. The data were collected from a variety of different ranking hotels. The results show that emotional intelligence has a significant effect on employee retention and performance; whereas artificial intelligence plays a significant moderating role in employee performance. A discussion of the findings and implications concludes this paper. |
Keywords | artificial intelligence; customer service; Emotional intelligence; hotels; service encounter |
ANZSRC Field of Research 2020 | 350799. Strategy, management and organisational behaviour not elsewhere classified |
350699. Marketing not elsewhere classified | |
Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
Byline Affiliations | Griffith University |
Polytechnic Institute of Cavado and Ave, Portugal | |
Murdoch University | |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q7837/emotional-intelligence-or-artificial-intelligence-an-employee-perspective
145
total views2
total downloads2
views this month0
downloads this month