Emotional intelligence or artificial intelligence – an employee perspective

Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 and Lopes, Sergio Dominique and Wang, Xuequn (2020) Emotional intelligence or artificial intelligence – an employee perspective. Journal of Hospitality Marketing and Management, 29 (4). pp. 377-403. ISSN 1936-8623


Emotional intelligence as personal intelligence and artificial intelligence as a machine intelligence have been popular in the relevant literature over the last two decades. The current study integrates these two concepts and explores how emotional and artificial intelligence influences employee retention and performance with a focus on service employees in the hotel industry. Employee performance is operationalised into internal and external dimensions that captures employees’ task efficiency over both internal and external service encounters with co-workers and customers respectively. The data were collected from a variety of different ranking hotels. The results show that emotional intelligence has a significant effect on employee retention and performance; whereas artificial intelligence plays a significant moderating role in employee performance. A discussion of the findings and implications concludes this paper.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 09 Aug 2022 22:58
Last Modified: 10 Aug 2022 00:13
Uncontrolled Keywords: artificial intelligence; customer service; Emotional intelligence; hotels; service encounter
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350799 Strategy, management and organisational behaviour not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350699 Marketing not elsewhere classified
Identification Number or DOI: https://doi.org/10.1080/19368623.2019.1647124
URI: http://eprints.usq.edu.au/id/eprint/49853

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