THE RELATIONSHIP BETWEEN EMOTIONAL INTELLIGENCE WORK ENGAGEMENT AND EMPLOYEE SERVICE PERFORMANCE WORKING IN THE HOTELS IN CHONBURI
Keywords:
Emotional Intelligence, Work Engagement, Service PerformanceAbstract
This research aims to investigate the relationship between emotional intelligence work engagement and service performance of front-line employees working in 3-star and above hotel businesses in Chonburi. Using a theoretical sampling method and semi-structured interview approach, data collection was conducted through in-depth interviews, using traditional content analysis, coding, data types, and main points. The results of the research found that emotional intelligence and work engagement were positively related to employees’ service performance. Emotional intelligence helped employees express service behaviors that impressed customers, while work engagement factors led to employees’ enthusiasm, dedication, and pride in their work, leading employees to provide services with happiness. The results of the research indicated that emotional intelligence and work engagement have a positive relationship with employee service performance. Therefore, executives and supervisors should focus on developing emotional intelligence and work engagement to gain a competitive advantage.
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