Article: Emotional intelligence among female hotel employees and their impact in job performance Journal: International Journal of Public Sector Performance Management (IJPSPM) 2024 Vol.13 No.3 pp.331 - 349 Abstract: One among the fastest and the largest growing industry sector is the global travel and tourism industry. Being in the service industry one requires to hone interpersonal and intrapersonal skills for an uplifted service culture. Emotional intelligence is an interpersonal skill to deal with people successfully by understanding one's own feelings to understand the feelings of people around us. The study is aimed at analysing the emotional intelligence scores among the hotel employees and the impact on job performance. Data was collected from 343 hotel employees among the hotels located in Kuala Lumpur, the capital city of Malaysia. The data was analysed through AMOS Version 24 and it was identified that female hotel employees exhibited higher emotional intelligence than the male employee's. Results also indicated that emotional intelligence had a direct significant impact on the employee's job performance. Results indicated further implications and recommendations to the current human resources policies and strategies in the hotel industry. Inderscience Publishers - linking academia, business and industry through research

Title: Emotional intelligence among female hotel employees and their impact in job performance

Authors: Ruth Sabina Francis; Thangasamy Milton

Addresses: Faculty of Social Sciences and Leisure Management, Taylor's University, No. 1, Jalan Taylor's Subang Jaya 47100, Malaysia; School of Hospitality, Tourism and Events, Faculty of Health and Medical Sciences, Taylor's University, Subang Jaya, 47500, Malaysia; Sustainable Tourism Impact Lab, Taylor's University, Subang Jaya, 47500, Selangor, Malaysia ' Bharath Institute of Higher Education and Research, 173, Agaram Road, Selaiyur, Chennai 600073, India

Abstract: One among the fastest and the largest growing industry sector is the global travel and tourism industry. Being in the service industry one requires to hone interpersonal and intrapersonal skills for an uplifted service culture. Emotional intelligence is an interpersonal skill to deal with people successfully by understanding one's own feelings to understand the feelings of people around us. The study is aimed at analysing the emotional intelligence scores among the hotel employees and the impact on job performance. Data was collected from 343 hotel employees among the hotels located in Kuala Lumpur, the capital city of Malaysia. The data was analysed through AMOS Version 24 and it was identified that female hotel employees exhibited higher emotional intelligence than the male employee's. Results also indicated that emotional intelligence had a direct significant impact on the employee's job performance. Results indicated further implications and recommendations to the current human resources policies and strategies in the hotel industry.

Keywords: emotional intelligence; hospitality industry; job performance; human resources.

DOI: 10.1504/IJPSPM.2024.138038

International Journal of Public Sector Performance Management, 2024 Vol.13 No.3, pp.331 - 349

Received: 09 Mar 2020
Accepted: 30 Jul 2020
Published online: 18 Apr 2024 *

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Title: Emotional intelligence among female hotel employees and their impact in job performance

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