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Emotional intelligence: a competitive advantage for tourism and hospitality managers.

Stoyanova-Bozhkova, S., Paskova, T. and Buhalis, D., 2022. Emotional intelligence: a competitive advantage for tourism and hospitality managers. Tourism Recreation Research, 47 (4), 359-371.

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Full manuscript EI a Competitive Advantage for Tourism and Hospitality Managers Final Version.pdf - Accepted Version
Available under License Creative Commons Attribution Non-commercial.


DOI: 10.1080/02508281.2020.1841377


The purpose of this paper is to provide a better understanding of tourism and hospitality management through exploring the perceptions of and the application of emotional intelligence (EI) in the practices of managers. The effect of EI on improving business performance is widely acknowledged in business and management studies. However, there is limited research in the context of tourism and hospitality industries. The paper contributes to the literature through a qualitative study of the perceptions and experiences of middle-level managers. Data was collected through semi-structured in-depth interviews conducted in tourism and hospitality organisations in the UK. The findings of the study reveal that EI can have a positive contribution to improving staff satisfaction, motivation and overall business productivity. They highlight the importance of building quality relationships among staff and the critical role middle management has in an organisation. Based on the finding from the qualitative inquiry, the authors propose a model conceptualising the role of managers’ EI in creating a competitive advantage for the organisation. Practical implications are discussed and recommendations for further research are provided.

Item Type:Article
Uncontrolled Keywords:emotional intelligence ; qualitative methodology ; staff satisfaction ; self-regulation ; self motivation ; tourism and hospitality
Group:Bournemouth University Business School
ID Code:34871
Deposited By: Symplectic RT2
Deposited On:24 Nov 2020 10:43
Last Modified:12 Jul 2022 13:21


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