Inteligência emocional no Turismo: um estudo sobre os trabalhadores de empresas de foodservice no Sul do Brasil

Bruno Santucci de Oliveira; Ana Paula Lisboa Sohn; Nicolas Pontes

doi:10.25145/j.pasos.2024.22.006

Autores

Bruno Santucci de Oliveira Universidade do Vale do Itajaí
Ana Paula Lisboa Sohn Universidade do Vale do Itajaí
Nicolas Pontes University of Queensland

DOI:

https://doi.org/10.25145/j.pasos.2024.22.006

Palavras-chave:

Turismo, Foodservice, Inteligência Emocional, Dimensões da IE, Escala WLEIS

Resumo

O setor de foodservice exige altos níveis de comportamentos emocionais positivos de todos os trabalhadores, especialmente aqueles que interagem diretamente com os consumidores. Por esta razão, a inteligência emocional é uma área de interesse para o foodservice. O objetivo do estudo foi analisar a inteligência emocional (IE) dos trabalhadores de empresas de foodservice nas cidades de Itajaí e Balneário Camboriú, Sul do Brasil. Para tanto foi realizado um survey com uma amostra de 284 respondentes. O instrumento de coleta de dados foi baseado na escala WLEIS. As análises foram realizadas pelos softwares SPSS e SmartPLS. Como resultados viu-se que os funcionários do setor de foodservice demonstram saber usar suas emoções, mas apresentam dificuldades em gerenciá-las. O uso da emoção foi a dimensão da IE que obteve os melhores resultados, e que a dimensão regulação da emoção foi a que obteve as menores médias. Considera-se que a IE é influenciada por variáveis ligadas ao gênero, nível educacional e posição de trabalho. As informações levantadas podem auxiliar no subsídio de programas de treinamento e desenvolvimento para ajudar os funcionários do setor de foodservice.

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