Inteligencia emocional en el turismo: un estudio sobre trabajadores de empresas de restauración en el sur de Brasil
DOI:
https://doi.org/10.25145/j.pasos.2024.22.006Palabras clave:
Turismo, Restauración, Inteligencia emocional, Dimensiones de la Inteligencia Emocional, Escala WLEISResumen
El sector de la restauración exige altos niveles de comportamiento emocional positivo a todos los trabajadores, especialmente a los que interactúan directamente con los consumidores. Por esta razón, la inteligencia emocional es un área de interés para la restauración. El objetivo del estudio fue analizar la inteligencia emocional (IE) de los trabajadores de empresas de restauración de las ciudades de Itajaí y Balneário Camboriú, en el sur de Brasil. Para ello, se realizó una encuesta con una muestra de 284 encuestados. El instrumento de recogida de datos se basó en la escala WLEIS. Los análisis se realizaron con los programas SPSS y SmartPLS. Como resultado, se observó que los empleados del sector de la restauración demuestran saber utilizar sus emociones, pero tienen dificultades para gestionarlas. El uso de las emociones fue la dimensión de la IE que obtuvo los mejores resultados, y la dimensión de regulación de las emociones fue la que obtuvo las medias más bajas. Se considera que la IE está influida por variables relacionadas con el género, el nivel educativo y el puesto de trabajo. La información recogida puede ayudar a subvencionar programas de formación y desarrollo para ayudar a los empleados del sector de la restauración.
Descargas
Citas
Aho, O. W. (2020). The link between job satisfaction and the intent to leave among casino employees. Journal of Human Resources in Hospitality & Tourism, 19(4), 417-442.
Bani-Melhem, S., Abukhait, R. M., & Mohd. Shamsudin, F. (2020). Does job stress affect innovative behaviors? Evidence from dubai five-star hotels. Journal of Human Resources in Hospitality & Tourism, 19(3), 344-367
Barrett, L. F., & Satpute, A. B. (2019). Historical pitfalls and new directions in the neuroscience of emotion. Neuroscience letters, 693, 9-18.
de Oliveira, B. S., Lisboa Sohn, A. P., Pontes, N., & Glavas, C. (2022). Emotional intelligence and stress coping style in the foodservice industry in Brazil. Journal of Human Resources in Hospitality & Tourism, 1-27.
Ceribeli, H. B., & Barbosa, R. M. (2019). Análise da Relação entre Suporte Organizacional Percebido, Exaustão e Comprometimento Organizacional. Revista Reuna, 24(3), 1-19.
Ciarrochi, J. V., Chan, A. Y., & Caputi, P. (2000). A critical evaluation of the emotional intelligence construct. Personality and Individual differences, 28(3), 539-561.
Cichy, R. F., Cha, J., & Kim, S. (2007). Private club leaders’ emotional intelligence: Development and validation of a new measure of emotional intelligence. Journal of Hospitality & Tourism Research, 31(1), 39-55.
Choi, H. M., Mohammad, A. A., & Kim, W. G. (2019). Understanding hotel frontline employees’ emotional intelligence, emotional labor, job stress, coping strategies and burnout. International Journal of Hospitality Management, 82, 199-208.
Damasio, A. (2003). Feelings of emotion and the self. Annals of the New York Academy of Sciences, 1001(1), 253-261.
de Freitas, R. S. G., & Stedefeldt, E. (2020). COVID-19 pandemic underlines the need to build resilience in commercial restaurants’ food safety. Food Research International, 136, 109472.
Goffman, E. (1978). The presentation of self in everyday life (p. 56). London: Harmondsworth.
Goleman, D. (1995). Inteligência Emocional: a teoria que redefine o que é ser inteligente. Editora Objetiva: SP.
Goleman, D. (1999). Trabalhando com a inteligência emocional. Objetiva.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2009). Análise multivariada de dados. Porto Alegre: Bookman editora.
Han, S. J., Kim, W. G., & Kang, S. (2017). Effect of restaurant manager emotional intelligence and support on front-of-house employees’ job satisfaction. International Journal of Contemporary Hospitality Management.
Ho, K. F. W., Ho, K. F., Wong, S. Y., Cheung, A. W., & Yeoh, E. (2020). Workplace safety and coronavirus disease (COVID-19) pandemic: survey of employees. Bulletin of the World Health Organization.
Hofmann, V., & Stokburger-Sauer, N. E. (2017). The impact of emotional labor on employees’ work-life balance perception and commitment: A study in the hospitality industry. International Journal of Hospitality Management, 65, 47-58.
Hur, W. M., Moon, T. W., & Jun, J. K. (2013). The role of perceived organizational support on emotional labor in the airline industry. International Journal of Contemporary Hospitality Management.
Kim, H. J., & Agrusa, J. (2011). Hospitality service employees’ coping styles: The role of emotional intelligence, two basic personality traits, and socio-demographic factors. International Journal of Hospitality Management, 30(3), 588-598.
Kim, K., & Jogaratnam, G. (2010). Effects of individual and organizational factors on job satisfaction and intent to stay in the hotel and restaurant industry. Journal of Human Resources in Hospitality & Tourism, 9(3), 318-339.
Kim, T. T., Yoo, J. J. E., Lee, G., & Kim, J. (2012). Emotional intelligence and emotional labor acting strategies among frontline hotel employees. International Journal of Contemporary Hospitality Management.
Kitayama, S. E., & Markus, H. R. E. (1994). Emotion and culture: Empirical studies of mutual influence (pp. xiii-385). American Psychological Association.
Koc, E., & Boz, H. (2020). Development of hospitality and tourism employees’ emotional intelligence through developing their emotion recognition abilities. Journal of Hospitality Marketing & Management, 29(2), 121-138.
Fedoruk, L., & Lumley, M. (2015). The link between Emotional Intelligence (EI) and cultural dimensions in the context of the micro hospitality sector. Journal of Organisational Studies and Innovation, 2(3), 49-68.
Johanson, M. M., & Woods, R. H. (2008). Recognizing the emotional element in service excellence. Cornell Hospitality Quarterly, 49(3), 310-316.
Jung, H. S., & Yoon, H. H. (2014). Moderating role of hotel employees’ gender and job position on the relationship between emotional intelligence and emotional labor. International Journal of Hospitality Management, 43, 47-52.
Jung, H. S., & Yoon, H. H. (2015). Understanding regulatory focuses: the role of employees’ regulatory focus in stress coping styles, and turnover intent to a five-star hotel. International Journal of Contemporary Hospitality Management.
Jung, H. S., & Yoon, H. H. (2016). Why is employees’ emotional intelligence important? The effects of EI on stress-coping styles and job satisfaction in the hospitality industry. International Journal of Contemporary Hospitality Management.
Lam, L. T., & Kirby, S. L. (2002). Is emotional intelligence an advantage? An exploration of the impact of emotional and general intelligence on individual performance. The journal of social Psychology, 142(1), 133-143.
Langhorn, S. (2004). How emotional intelligence can improve management performance. International Journal of Contemporary Hospitality Management.
Lee, L., & Madera, J. M. (2019). A systematic literature review of emotional labor research from the hospitality and tourism literature. International Journal of Contemporary Hospitality Management.
Liljander, V., & Mattsson, J. (2002). Impact of customer preconsumption mood on the evaluation of employee behavior in service encounters. Psychology & Marketing, 19(10), 837-860.
Lyu, E. S., & Lee, K. A. (2018). The effects of job characteristics on job burnout, engagement and turnover intention of middle and high school foodservice employees. The Korean Journal of Food and Nutrition, 31(1), 70-79.
Luckstead, J., Nayga Jr, R. M., & Snell, H. A. (2021). Labor issues in the food supply chain amid the COVID‐19 pandemic. Applied Economic Perspectives and Policy, 43(1), 382-400.
Mattos, C., & Silva, R. C. (2019). Características da gestão de pessoas e clima para serviços em restaurantes. Revista de Carreiras e Pessoas, 9(1).
Mayer, J. D., & Salovey, P. (1997). What is emotional intelligence. Emotional development and emotional intelligence: Educational implications, 3, 31.
Nadler, R., Carswell, J. J., & Minda, J. P. (2020). Online mindfulness training increases well-being, trait emotional intelligence, and workplace competency ratings: A randomized waitlist-controlled trial. Frontiers in psychology, 11, 255.
Oh, H., & Jang, J. (2020). The role of team-member exchange: Restaurant servers’ emotional intelligence, job performance, and tip size. Journal of Human Resources in Hospitality & Tourism, 19(1), 43-61.
Ramos, H. M., Mustafa, M., Caspersz, D., & Raveentheran, A. (2021). Organizational support and pro-organizational behaviors in hotel family-SMEs: the role of emotional intelligence. Journal of Human Resources in Hospitality & Tourism, 1-23.
Restubog, S. L. D., Ocampo, A. C. G., & Wang, L. (2020). Taking control amidst the chaos: Emotion regulation during the COVID-19 pandemic.
Rodrigues, N., Rebelo, T., & Coelho, J. V. (2011). Adaptação da Escala de Inteligência Emocional de Wong e Law (WLEIS) e análise da sua estrutura factorial e fiabilidade numa amostra portuguesa. Adaptação da Escala de Inteligência Emocional de Wong e Law (WLEIS) e análise da sua estrutura factorial e fiabilidade numa amostra portuguesa, (55), 189-207.
Salcido-Cibrián, L. J., Ramos, N. S., Jiménez, Ó., & Blanca, M. J. (2019). Mindfulness to regulate emotions: The Mindfulness and Emotional Intelligence Program (PINEP) and its adaptation to a virtual learning platform. Complementary therapies in clinical practice, 36, 176-180.
Salovey, P., & Mayer, J. D. (1990). Emotional intelligence. Imagination, cognition and personality, 9(3), 185-211.
Scott-Halsell, S. A., Blum, S. C., & Huffman, L. (2008). A study of emotional intelligence levels in hospitality industry professionals. Journal of Human Resources in Hospitality & Tourism, 7(2), 135-152.
Scott-Halsell, S., Blum, S. C., & Huffman, L. (2011). From school desks to front desks: A comparison of emotional intelligence levels of hospitality undergraduate students to hospitality industry professionals. Journal of Hospitality, Leisure, Sports and Tourism Education (Pre-2012), 10(2), 3.
Shipper, F., Kincaid, J., Rotondo, D. M., & Hoffman, R. C. (2003). A cross‐cultural exploratory study of the linkage between emotional intelligence and managerial effectiveness. The International Journal of Organizational Analysis.
Stoyanova-Bozhkova, S., Paskova, T., & Buhalis, D. (2022). Emotional intelligence: a competitive advantage for tourism and hospitality managers. Tourism Recreation Research, 47(4), 359-371.
Sy, T., Tram, S., & O’hara, L. A. (2006). Relation of employee and manager emotional intelligence to job satisfaction and performance. Journal of vocational behavior, 68(3), 461-473.
Tesone, D. V. (2005). Hospitality Human Resource Management: A Practitioner’s Perspective.
Yurcu, G., & Akinci, Z. (2019). The mediating role of mobbing in the relationship between personal value and depression: A case study of hospitality employees. Journal of Human Resources in Hospitality & Tourism, 18(4), 471-503.
Tsaur, S. H., & Ku, P. S. (2019). The effect of tour leaders’ emotional intelligence on tourists’ consequences. Journal of Travel Research, 58(1), 63-76.
Wolfe, K., & Kim, H. J. (2013). Emotional intelligence, job satisfaction, and job tenure among hotel managers. Journal of Human Resources in Hospitality & Tourism, 12(2), 175-191.
Wong, C. S., & Law, K. S. (2002). The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study. The leadership quarterly, 13(3), 243-274.
Zhao, X., Mattila, A. S., & Ngan, N. N. (2014). The impact of frontline employees’ work–family conflict on customer satisfaction: The mediating role of exhaustion and emotional displays. Cornell Hospitality Quarterly, 55(4), 422-432.
Descargas
Publicado
Cómo citar
Número
Sección
Licencia
Derechos de autor 2023 Ana Paula Lisboa Sohn, Bruno Santucci de Oliveira, Nicolas Pontes
Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-SinDerivadas 4.0.
Confirmo que el trabajo es original (de mi/nuestra autoría), y que no se someterá a otras revistas o publicaciones hasta la resolución definitiva del proceso de revisión en PASOS, RTPC.
Autorizo la publicación de mi trabajo por PASOS, RTPC de acceso abierto y gratuito en cualquiera de los formatos que estime oportunos, por un plazo indeterminado y a título de colaboración no remunerada.
Asimismo, el/los autor/es entiende/n que el trabajo publicado podrá vincularse o depositarse en cualquier servidor o ser incluido en otras publicaciones (republicación), siempre y cuando el nuevo lugar y/o la nueva edición referencie la publicación original y reconozca la autoría y la propiedad del copyright de las publicaciones de PASOS RTPC.
Los/as autores/as entienden que se realizará una comprobación de plagio-autoplagio, pudiendo retirarse el artículo en cualquier momento del flujo editorial
