Title: Deciphering the significance of emotional intelligence on effective job performance: drawing inferences from the hotel firms

Authors: Trupti Patole; Swati Sharma; Kshitiz Sharma

Addresses: Amity University, Amity Road, Sector 125, Noida, Uttar Pradesh-201301, India ' Amity University, Amity Road, Sector 125, Noida, Uttar Pradesh-201301, India ' ABBS School of Management, Off Magadi Road, 3, Acharya College Main Rd, Shushruti Nagar, Lingadeeranahalli, Bengaluru, Karnataka 560091, India

Abstract: The most valuable resource for a service business is its workforce, particularly those in front-line customer contact roles. Front-line employees are vital in determining the quality of service rendered, reflecting the company's connections with customers. Service operations include human interactions. Hospitality front-line employees are accountable for various tasks and are held to standards by guests, co-workers, and superiors. The primary aim of the present research study is to decipher the significance of emotional intelligence on effective job performance within hotel businesses in Mumbai. A quantitative research approach is utilised to accomplish the present research goals. Quantitative data is collected from the employees of the selected hotel firms in Mumbai to comprehend their views regarding the role of emotional intelligence in employees' job performance. The quantitative data collected is analysed using Pearson's correlation and descriptive statistics to draw crucial insights. The study findings revealed no significant relationship between the demographic profile and emotional intelligence.

Keywords: emotional intelligence; job performance; hotel firms; employee satisfaction; strategies.

DOI: 10.1504/IJWOE.2026.153698

International Journal of Work Organisation and Emotion, 2026 Vol.17 No.1/2/3, pp.25 - 51

Received: 24 Oct 2024
Accepted: 23 Jan 2025
Published online: 21 May 2026 *

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