Logo image
Back
Emotional intelligence or artificial intelligence– an employee perspective
Journal article   Peer reviewed

Emotional intelligence or artificial intelligence– an employee perspective

C. Prentice, S. Dominique Lopes and X. Wang
Journal of Hospitality Marketing & Management, Vol.29(4), pp.377-403
2019
DOI: https://doi.org/10.1080/19368623.2019.1647124
url
Link to Published Version *Subscription may be requiredView

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.

Details

Metrics

188 Record Views
171 Times Cited - Web of Science

InCites Highlights

These are selected metrics from InCites Benchmarking & Analytics tool, related to this output

Collaboration types
Domestic collaboration
International collaboration
Citation topics
6 Social Sciences
6.3 Management
6.3.65 Consumer Behavior
Web Of Science research areas
Business
Hospitality, Leisure, Sport & Tourism
Management
ESI research areas
Economics & Business
Logo image