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15/11/2023
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Duong, V. H., Duong, T. H. N., & Nguyen, T. N. D. (2023). Employees’ service recovery performance: the role of functional manager’s emotional intelligence in the hospitality industry. Journal of International Economics and Management, 23(3), 89-106. https://doi.org/10.38203/jiem.023.3.0076
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Employees’ service recovery performance: the role of functional manager’s emotional intelligence in the hospitality industry
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Abstract
Cultivating a strong presence, emotional intelligence is now firmly embedded within organizations. The emotional intelligence of managers is essential for building a motivated workforce. This study investigates the relationship between functional managers’ emotional intelligence and employees’ service recovery performance in the context of the hospitality industry. In this study, functional managers’ emotional intelligence includes four dimensions: self-emotion appraisal, other-emotion appraisal, use of emotion, and regulation of emotion. A mixed method was employed to explore the influence of functional managers’ emotional intelligence on employees’ service recovery performance. The data were collected from 238 functional managers at 33 four- and five-star hotels in five provinces and cities in Vietnam. Factor analysis, correlation analysis, and regression analysis were used to analyze the data. The results show that functional hotel managers’ emotional intelligence has a positive and significant impact on employees’ service recovery performance, with others’ emotion appraisal having the strongest impact, followed by emotion regulation, use of emotion, and self-emotion appraisal. These findings deepen the understanding of service recovery and enrich the underlying literature. The study also provides managers with useful advice on managing customer service as a competitive advantage.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Keywords
Functional managers, Emotional intelligence, Employees’ service recovery performance, Hospitality industry
References
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Bardzil, P. and Slaski, M. (2003), “Emotional intelligence: fundamental competencies for enhanced service provision”, Managing Service Quality: An International Journal, Vol. 13 No. 2, pp. 97 - 104.
Bar-On, R. (1997), The emotional quotient inventory (EQ-i): a test of emotional intelligence, MultiHealth Systems, Toronto.
Boal, K.B. and Hooijberg, R. (2000), “Strategic leadership research: moving on”, The Leadership Quarterly, Vol. 11 No. 4, pp. 515 - 549.
Boshoff, C. and Allen, C. (2000), “The influence of selected antecedents on frontline staff’s perceptions of service recovery performance”, International Journal of Service Industry Management, Vol. 11 No. 1, pp. 63 - 90.
Carmeli, A. (2003), “The relationship between emotional intelligence and work attitudes, behavior, and outcomes: an examination among senior managers”, Journal of Managerial Psychology, Vol. 18 No. 8, pp. 788 - 813.
Chebat, J.C. and Kollias, P. (2000), “The impact of empowerment on customer contact employees’ roles in service organizations”, Journal of Service Research, Vol. 3 No. 1, pp. 66 - 81.
Cichy, R.F., JaeMin, C. and SeungHyun, K. (2007), “Private club leaders’ emotional intelligence: development and validation of a new measure of emotional intelligence”, Journal of Hospitality and Tourism Research, Vol. 31 No. 1, pp. 39 - 55.
Cote, S. and Miners, C.T. (2006), “Emotional intelligence, cognitive intelligence, and job performance”, Administrative Science Quarterly, Vol. 51 No. 1, pp. 1 - 28.
Dasborough, M.T. and Ashkanasy, N.M. (2002), “Emotion and attribution of intentionality in leader-member relationships”, The Leadership Quarterly, Vol. 13 No. 5, pp. 615 - 634.
Dess, G.G. and Picken, J.C. (2000), “Changing roles: leadership in the 21st century”, Organizational Dynamics, Vol. 28 No. 3, pp. 18 - 34.
Duong, T.H.N. and Ho, T.H.Q. (2022), “Effects of emotional intelligence on job performance of salespeople - Case study at Mobile World stores”, Journal of International Economics and Management, Vol. 144, pp. 71 - 89.
Farrell, A.M., Souchon, A.L. and Durden, G.R. (2001), “Service encounter conceptualisation: employees’ service behaviours and customers’ service quality perceptions”, Journal of Marketing Management, Vol. 17 No. 5/6, pp. 577 - 593.
Fernandes, T., Morgado, M. and Rodrigues, M.A. (2018), “The role of employee emotional competence in service recovery encounters”, Journal of Services Marketing, Vol. 32 No. 7, pp. 835 - 849.
Ferres, N., Connell, J. and Travaglione, A. (2004), “Co-worker trust as a social catalyst for constructive employee attitudes”, Journal of Managerial Psychology, Vol. 19 No. 6, pp. 608 - 622.
George, J.M. (2000), “Emotions and leadership: the role of emotional intelligence”, Human Relations, Vol. 53 No. 8, pp. 1027 - 1055.
Goleman, D. (1995), Emotional intelligence, Bantam Books Inc, New York.
Goleman, D. (1998), Working with emotional intelligence, Bloomsbury, London.
Goleman, D. (2001), “An EI-based theory of performance”, in Goleman, D. and Cherniss, C. (Eds.), The Emotionally Intelligent Workplace: How to Select for, Measure, and Improve Emotional Intelligence in Individuals, Groups, and Organizations, Jossey Bass, San Francisco, pp. 1 - 18.
Hair, J.F., Black, W.C., Babin, B.J. and Anderson, R.E. (2010), Multivariate data analysis, 7th Edition, Pearson, New York.
Han, S.J., Kim, W.G. and Kang, S. (2017), “Effect of restaurant manager emotional intelligence and support on front-of-house employees’ job satisfaction”, International Journal of Contemporary Hospitality Management, Vol. 29 No. 11, pp. 2807 - 2825.
Haver, A., Akerjordet, K. and Furunes, T. (2014), “Wise emotion regulation and the power of resilience in experienced hospitality leaders”, Scandinavian Journal of Hospitality and Tourism, Vol. 14 No. 2, pp. 152 - 169.
Hewagama, G., Boxall, P., Cheung, G. and Hutchison, A. (2019), “Service recovery through empowerment? HRM, employee performance and job satisfaction in hotels”, International Journal of Hospitality Management, Vol. 81, pp. 73 - 82.
Humphrey, R.H. (2013), “The benefits of emotional intelligence and empathy to entrepreneurship”, Entrepreneurship Research Journal, Vol. 3 No. 3, pp. 287 - 294.
Janssen, O. and Van Yperen, N.W. (2004), “Employees’ goal orientations, the quality of leader-member exchange and the outcomes of job performance and job satisfaction”, Academy of Management Journal, Vol. 47 No. 3, pp. 368 - 384.
Jung, H.S. and Yoon, H.H. (2015), “The impact of employees’ positive psychological capital on job satisfaction and organizational citizenship behaviors in the hotel”, International Journal of Contemporary Hospitality Management, Vol. 27 No. 6, pp. 1135 - 1156.
Keefer, K.V., Parker, J.D. and Saklofske, D.H. (2018), “Three decades of emotional intelligence research: perennial issues, emerging trends, and lessons learned in education: introduction to emotional intelligence in education”, in Keefer, K.V., Parker, J.D.A. and Saklofske, D.H. (Eds.), Emotional Intelligence in Education: Integrating Research with Practice, Springer International Publishing/Springer Nature, New York, pp. 1 - 19.
Kernbach, S. and Schutle, N.S. (2005), “The impact of service provider emotional intelligence on customer satisfaction”, The Journal of Services Marketing, Vol. 19 No. 7, pp. 438 - 444.
Kim, T., Jung-Eun Yoo, J., Lee, G. and Kim, J. (2012), “Emotional intelligence and emotional labor acting strategies among frontline hotel employees”, International Journal of Contemporary Hospitality Management, Vol. 24 No. 7, pp. 1029 - 1046.
Koc, E. and Boz, H. (2020), “Development of hospitality and tourism employees’ emotional intelligence through developing their emotion recognition abilities”, Journal of Hospitality Marketing and Management, Vol. 29 No. 2, pp. 121 - 138.
Kozub, K.R., O’Neill, M.A. and Palmer, A.A. (2014), “Emotional antecedents and outcomes of service recovery: an exploratory study in the luxury hotel industry”, Journal of Services Marketing, Vol. 28 No. 3, pp. 233 - 243.
Langhorn, S. (2004), “How emotional intelligence can improve management performance”, International Journal of Contemporary Hospitality Management, Vol. 16 No. 4, pp. 220 - 230.
Lei, N. and Pellitteri, J. (2017), “Help-seeking and coping behaviors among Asian Americans: the roles of Asian values, emotional intelligence, and optimism”, Asian American Journal of Psychology, Vol. 8 No. 3, pp. 224 - 234.
Liaw, Y.J., Chi, N.W. and Chuang, A. (2010), “Examining the mechanisms linking transformational leadership, employee customer orientation and service performance: the mediating roles of perceived supervisor and coworker support”, Journal of Business and Psychology, Vol. 25 No. 3, pp. 477 - 492.
Lin, W.B. (2009), “Relevant factors that affect service recovery performance”, The Service Industries Journal, Vol. 30 No. 6, pp. 891 - 910.
Lopes, P., Salovey, P., Cote, S. and Beers, M. (2005), “Emotion regulation abilities and the quality of social interaction”, Emotion, Vol. 5 No. 1, pp. 113 - 118.
Masdek, N.R.N.M., Abdulaziz, Y. and Awang, K.W. (2011), “Potential antecedents and outcomes of frontline employees’ SRP”, International Journal of Economics and Management, Vol. 5 No. 1, pp. 114 - 139.
Matilla, A. (2001), “The effectiveness of service recovery in a multi-industry context”, Journal of Services Marketing, Vol. 15 No. 7, pp. 583 - 596.
Mattila, A.S. and Enz, C.A. (2002), “The role of emotions in service encounters”, Journal of Service Research, Vol. 4 No. 4, pp. 268 - 277.
Mayer, J.D. and Salovey, P. (1997), Emotional development and emotional intelligence: educational implication, Basic Books, New York.
Miao, C., Humphrey, R. and Qian, S. (2021), “Emotional intelligence and job performance in the hospitality industry: a meta-analytic review”, International Journal of Contemporary Hospitality Management, Vol. 33 No. 8, pp. 2632 - 2652.
Nguyen, Q. (2019), Exploring emotional intelligence: a study of Vietnamese hotel workers, Doctoral thesis, Bournemouth University, UK.
Nguyen, Q., Ladkin, A. and Osman, H. (2022), “What helps or hinders the emotional intelligence practice? A study of Vietnamese hotel workers”, International Journal of Contemporary Hospitality Management, Vol. 34 No. 2, pp. 534 - 554.
O’Connor, P.J., Hill, A., Kaya, M. and Martin, B. (2019), “The measurement of emotional intelligence: a critical review of the literature and recommendations for researchers and practitioners”, Frontiers in Psychology, Vol. 10, 1116.
Patterson, P., Yu, T. and De Ruyter, K. (2006), “Understanding customer engagement in services”, in Proceedings of ANZMAC 2006 Conference: Advancing Theory, Maintaining Relevance, Australian and New Zealand Marketing Academy (ANZMAC), Brisbane, pp. 4 - 6.
Pekaar, K.A., Bakker, A.B., Van der Linden, D., Born, M.P. and Siren, H.J. (2018), “Managing own and others’ emotions: a weekly diary study on the enactment of emotional intelligence”, Journal of Vocational Behavior, Vol. 109, pp. 137 - 151.
Pettijohn, C.E., Rozell, E.J. and Newman, A. (2010), “The relationship between emotional intelligence and customer orientation for pharmaceutical salespeople”, International Journal of Pharmaceutical and Healthcare Marketing, Vol. 4 No. 1, pp. 21 - 39.
Ployhart, R.E., Lim, B.-C. and Chan, K.-Y. (2001), “Exploring relations between typical and maximum performance ratings and the five-factor model of personality”, Personnel Psychology, Vol. 54 No. 4, pp. 809 - 843.
Rynes, S.L., Gerhart, B. and Parks, L. (2005), “Personnel psychology: performance evaluation and pay for performance”, Annual Review of Psychology, Vol. 56, pp. 571 - 600.
Salovey, P. and Mayer, J.D. (1990), “Emotional intelligence”, Imagination, Cognition and Personality, Vol. 9 No. 3, pp. 185 - 211.
Saunders, M., Lewis, P. and Thornhill, A. (2009), Research methodology for business students, Pearson, New York.
Scott-Halsell, S.A., Blum, S.C. and Huffman, L. (2008), “A study of emotional intelligence levels in hospitality industry professionals”, Journal of Human Resources in Hospitality and Tourism, Vol. 7 No. 2, pp. 135 - 152.
Sosik, J.J. and Megerian, L.E. (1999), “Understanding leader emotional intelligence and performance: the role of self-other agreement on transformational leadership perceptions”, Group and Organization Management, Vol. 24 No. 3, pp. 367 - 390.
Suifan, T.S., Abdallah, A.B. and Sweis, R.J. (2015), “The effect of a manager’s emotional intelligence on employees’ work outcomes in the insurance industry in Jordan”, International Business Research, Vol. 8 No. 9, pp. 67 - 82.
Sy, T., Tram, S. and O’Hara, L.A. (2006), “Relation of employee and manager emotional intelligence to job satisfaction and performance”, Journal of Vocational Behavior, Vol. 68 No. 3, pp. 461 - 473.
Wilson, A., Zeithaml, V.A., Bitner, M.J. and Gremler, D.D. (2012), Services marketing: integrating customer focus across the firm, 2nd Edition, McGraw Hill, New York.
Wirtz, J. and Mattila, A.S. (2004), “Consumer responses to compensation, speed of recovery and apology after a service failure”, International Journal of Service Industry Management, Vol. 15 No. 2, pp. 150 - 166.
Wong, C.S. and Law, K.S. (2002), “The effects of leader and follower emotional intelligence on performance and attitude: an exploratory study”, The Leadership Quarterly, Vol. 13 No. 3, pp. 243 - 274.
Atwater, L.E., Dionne, S.D., Avolio, B., Camobreco, J.F. and Lau, A.W. (1999), “A longitudinal study of the leadership development process: individual differences predicting leader effectiveness”, Human Relations, Vol. 52, pp. 1543 - 1562.
Bardzil, P. and Slaski, M. (2003), “Emotional intelligence: fundamental competencies for enhanced service provision”, Managing Service Quality: An International Journal, Vol. 13 No. 2, pp. 97 - 104.
Bar-On, R. (1997), The emotional quotient inventory (EQ-i): a test of emotional intelligence, MultiHealth Systems, Toronto.
Boal, K.B. and Hooijberg, R. (2000), “Strategic leadership research: moving on”, The Leadership Quarterly, Vol. 11 No. 4, pp. 515 - 549.
Boshoff, C. and Allen, C. (2000), “The influence of selected antecedents on frontline staff’s perceptions of service recovery performance”, International Journal of Service Industry Management, Vol. 11 No. 1, pp. 63 - 90.
Carmeli, A. (2003), “The relationship between emotional intelligence and work attitudes, behavior, and outcomes: an examination among senior managers”, Journal of Managerial Psychology, Vol. 18 No. 8, pp. 788 - 813.
Chebat, J.C. and Kollias, P. (2000), “The impact of empowerment on customer contact employees’ roles in service organizations”, Journal of Service Research, Vol. 3 No. 1, pp. 66 - 81.
Cichy, R.F., JaeMin, C. and SeungHyun, K. (2007), “Private club leaders’ emotional intelligence: development and validation of a new measure of emotional intelligence”, Journal of Hospitality and Tourism Research, Vol. 31 No. 1, pp. 39 - 55.
Cote, S. and Miners, C.T. (2006), “Emotional intelligence, cognitive intelligence, and job performance”, Administrative Science Quarterly, Vol. 51 No. 1, pp. 1 - 28.
Dasborough, M.T. and Ashkanasy, N.M. (2002), “Emotion and attribution of intentionality in leader-member relationships”, The Leadership Quarterly, Vol. 13 No. 5, pp. 615 - 634.
Dess, G.G. and Picken, J.C. (2000), “Changing roles: leadership in the 21st century”, Organizational Dynamics, Vol. 28 No. 3, pp. 18 - 34.
Duong, T.H.N. and Ho, T.H.Q. (2022), “Effects of emotional intelligence on job performance of salespeople - Case study at Mobile World stores”, Journal of International Economics and Management, Vol. 144, pp. 71 - 89.
Farrell, A.M., Souchon, A.L. and Durden, G.R. (2001), “Service encounter conceptualisation: employees’ service behaviours and customers’ service quality perceptions”, Journal of Marketing Management, Vol. 17 No. 5/6, pp. 577 - 593.
Fernandes, T., Morgado, M. and Rodrigues, M.A. (2018), “The role of employee emotional competence in service recovery encounters”, Journal of Services Marketing, Vol. 32 No. 7, pp. 835 - 849.
Ferres, N., Connell, J. and Travaglione, A. (2004), “Co-worker trust as a social catalyst for constructive employee attitudes”, Journal of Managerial Psychology, Vol. 19 No. 6, pp. 608 - 622.
George, J.M. (2000), “Emotions and leadership: the role of emotional intelligence”, Human Relations, Vol. 53 No. 8, pp. 1027 - 1055.
Goleman, D. (1995), Emotional intelligence, Bantam Books Inc, New York.
Goleman, D. (1998), Working with emotional intelligence, Bloomsbury, London.
Goleman, D. (2001), “An EI-based theory of performance”, in Goleman, D. and Cherniss, C. (Eds.), The Emotionally Intelligent Workplace: How to Select for, Measure, and Improve Emotional Intelligence in Individuals, Groups, and Organizations, Jossey Bass, San Francisco, pp. 1 - 18.
Hair, J.F., Black, W.C., Babin, B.J. and Anderson, R.E. (2010), Multivariate data analysis, 7th Edition, Pearson, New York.
Han, S.J., Kim, W.G. and Kang, S. (2017), “Effect of restaurant manager emotional intelligence and support on front-of-house employees’ job satisfaction”, International Journal of Contemporary Hospitality Management, Vol. 29 No. 11, pp. 2807 - 2825.
Haver, A., Akerjordet, K. and Furunes, T. (2014), “Wise emotion regulation and the power of resilience in experienced hospitality leaders”, Scandinavian Journal of Hospitality and Tourism, Vol. 14 No. 2, pp. 152 - 169.
Hewagama, G., Boxall, P., Cheung, G. and Hutchison, A. (2019), “Service recovery through empowerment? HRM, employee performance and job satisfaction in hotels”, International Journal of Hospitality Management, Vol. 81, pp. 73 - 82.
Humphrey, R.H. (2013), “The benefits of emotional intelligence and empathy to entrepreneurship”, Entrepreneurship Research Journal, Vol. 3 No. 3, pp. 287 - 294.
Janssen, O. and Van Yperen, N.W. (2004), “Employees’ goal orientations, the quality of leader-member exchange and the outcomes of job performance and job satisfaction”, Academy of Management Journal, Vol. 47 No. 3, pp. 368 - 384.
Jung, H.S. and Yoon, H.H. (2015), “The impact of employees’ positive psychological capital on job satisfaction and organizational citizenship behaviors in the hotel”, International Journal of Contemporary Hospitality Management, Vol. 27 No. 6, pp. 1135 - 1156.
Keefer, K.V., Parker, J.D. and Saklofske, D.H. (2018), “Three decades of emotional intelligence research: perennial issues, emerging trends, and lessons learned in education: introduction to emotional intelligence in education”, in Keefer, K.V., Parker, J.D.A. and Saklofske, D.H. (Eds.), Emotional Intelligence in Education: Integrating Research with Practice, Springer International Publishing/Springer Nature, New York, pp. 1 - 19.
Kernbach, S. and Schutle, N.S. (2005), “The impact of service provider emotional intelligence on customer satisfaction”, The Journal of Services Marketing, Vol. 19 No. 7, pp. 438 - 444.
Kim, T., Jung-Eun Yoo, J., Lee, G. and Kim, J. (2012), “Emotional intelligence and emotional labor acting strategies among frontline hotel employees”, International Journal of Contemporary Hospitality Management, Vol. 24 No. 7, pp. 1029 - 1046.
Koc, E. and Boz, H. (2020), “Development of hospitality and tourism employees’ emotional intelligence through developing their emotion recognition abilities”, Journal of Hospitality Marketing and Management, Vol. 29 No. 2, pp. 121 - 138.
Kozub, K.R., O’Neill, M.A. and Palmer, A.A. (2014), “Emotional antecedents and outcomes of service recovery: an exploratory study in the luxury hotel industry”, Journal of Services Marketing, Vol. 28 No. 3, pp. 233 - 243.
Langhorn, S. (2004), “How emotional intelligence can improve management performance”, International Journal of Contemporary Hospitality Management, Vol. 16 No. 4, pp. 220 - 230.
Lei, N. and Pellitteri, J. (2017), “Help-seeking and coping behaviors among Asian Americans: the roles of Asian values, emotional intelligence, and optimism”, Asian American Journal of Psychology, Vol. 8 No. 3, pp. 224 - 234.
Liaw, Y.J., Chi, N.W. and Chuang, A. (2010), “Examining the mechanisms linking transformational leadership, employee customer orientation and service performance: the mediating roles of perceived supervisor and coworker support”, Journal of Business and Psychology, Vol. 25 No. 3, pp. 477 - 492.
Lin, W.B. (2009), “Relevant factors that affect service recovery performance”, The Service Industries Journal, Vol. 30 No. 6, pp. 891 - 910.
Lopes, P., Salovey, P., Cote, S. and Beers, M. (2005), “Emotion regulation abilities and the quality of social interaction”, Emotion, Vol. 5 No. 1, pp. 113 - 118.
Masdek, N.R.N.M., Abdulaziz, Y. and Awang, K.W. (2011), “Potential antecedents and outcomes of frontline employees’ SRP”, International Journal of Economics and Management, Vol. 5 No. 1, pp. 114 - 139.
Matilla, A. (2001), “The effectiveness of service recovery in a multi-industry context”, Journal of Services Marketing, Vol. 15 No. 7, pp. 583 - 596.
Mattila, A.S. and Enz, C.A. (2002), “The role of emotions in service encounters”, Journal of Service Research, Vol. 4 No. 4, pp. 268 - 277.
Mayer, J.D. and Salovey, P. (1997), Emotional development and emotional intelligence: educational implication, Basic Books, New York.
Miao, C., Humphrey, R. and Qian, S. (2021), “Emotional intelligence and job performance in the hospitality industry: a meta-analytic review”, International Journal of Contemporary Hospitality Management, Vol. 33 No. 8, pp. 2632 - 2652.
Nguyen, Q. (2019), Exploring emotional intelligence: a study of Vietnamese hotel workers, Doctoral thesis, Bournemouth University, UK.
Nguyen, Q., Ladkin, A. and Osman, H. (2022), “What helps or hinders the emotional intelligence practice? A study of Vietnamese hotel workers”, International Journal of Contemporary Hospitality Management, Vol. 34 No. 2, pp. 534 - 554.
O’Connor, P.J., Hill, A., Kaya, M. and Martin, B. (2019), “The measurement of emotional intelligence: a critical review of the literature and recommendations for researchers and practitioners”, Frontiers in Psychology, Vol. 10, 1116.
Patterson, P., Yu, T. and De Ruyter, K. (2006), “Understanding customer engagement in services”, in Proceedings of ANZMAC 2006 Conference: Advancing Theory, Maintaining Relevance, Australian and New Zealand Marketing Academy (ANZMAC), Brisbane, pp. 4 - 6.
Pekaar, K.A., Bakker, A.B., Van der Linden, D., Born, M.P. and Siren, H.J. (2018), “Managing own and others’ emotions: a weekly diary study on the enactment of emotional intelligence”, Journal of Vocational Behavior, Vol. 109, pp. 137 - 151.
Pettijohn, C.E., Rozell, E.J. and Newman, A. (2010), “The relationship between emotional intelligence and customer orientation for pharmaceutical salespeople”, International Journal of Pharmaceutical and Healthcare Marketing, Vol. 4 No. 1, pp. 21 - 39.
Ployhart, R.E., Lim, B.-C. and Chan, K.-Y. (2001), “Exploring relations between typical and maximum performance ratings and the five-factor model of personality”, Personnel Psychology, Vol. 54 No. 4, pp. 809 - 843.
Rynes, S.L., Gerhart, B. and Parks, L. (2005), “Personnel psychology: performance evaluation and pay for performance”, Annual Review of Psychology, Vol. 56, pp. 571 - 600.
Salovey, P. and Mayer, J.D. (1990), “Emotional intelligence”, Imagination, Cognition and Personality, Vol. 9 No. 3, pp. 185 - 211.
Saunders, M., Lewis, P. and Thornhill, A. (2009), Research methodology for business students, Pearson, New York.
Scott-Halsell, S.A., Blum, S.C. and Huffman, L. (2008), “A study of emotional intelligence levels in hospitality industry professionals”, Journal of Human Resources in Hospitality and Tourism, Vol. 7 No. 2, pp. 135 - 152.
Sosik, J.J. and Megerian, L.E. (1999), “Understanding leader emotional intelligence and performance: the role of self-other agreement on transformational leadership perceptions”, Group and Organization Management, Vol. 24 No. 3, pp. 367 - 390.
Suifan, T.S., Abdallah, A.B. and Sweis, R.J. (2015), “The effect of a manager’s emotional intelligence on employees’ work outcomes in the insurance industry in Jordan”, International Business Research, Vol. 8 No. 9, pp. 67 - 82.
Sy, T., Tram, S. and O’Hara, L.A. (2006), “Relation of employee and manager emotional intelligence to job satisfaction and performance”, Journal of Vocational Behavior, Vol. 68 No. 3, pp. 461 - 473.
Wilson, A., Zeithaml, V.A., Bitner, M.J. and Gremler, D.D. (2012), Services marketing: integrating customer focus across the firm, 2nd Edition, McGraw Hill, New York.
Wirtz, J. and Mattila, A.S. (2004), “Consumer responses to compensation, speed of recovery and apology after a service failure”, International Journal of Service Industry Management, Vol. 15 No. 2, pp. 150 - 166.
Wong, C.S. and Law, K.S. (2002), “The effects of leader and follower emotional intelligence on performance and attitude: an exploratory study”, The Leadership Quarterly, Vol. 13 No. 3, pp. 243 - 274.