Enhancing the tourist experience with emotional intelligence

Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 (2020) Enhancing the tourist experience with emotional intelligence. Tourism Review, 75 (5). pp. 733-744. ISSN 1660-5373


Abstract

Purpose: This paper aims to discuss how emotional intelligence (EI) can be incorporated into the tourism sector to enhance the tourist experience through managing the service encounter between tourism service representatives and tourists. Design/methodology/approach: A review of the relevant literature on EI and tourism is undertaken to understand the link between EI and tourist experience. The paper begins by explaining the evolution and conceptualisations of EI and discusses its empirical evidence in various contexts. Findings: EI is proposed to be incepted into the tourism context through its influence on the service encounter between tourism service representatives and tourists. The service encounter is diagnosed as being emotionally charged through discussing tourism offerings, emotional labour performance and tourist attributions. Originality/value: This paper provides a fresh look into the link between EI and tourism service encounters and suggests the application of EI into the tourism context to enhance the tourist experience.


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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: 10 Aug 2022 23:23
Last Modified: 11 Aug 2022 01:05
Uncontrolled Keywords: Emotional intelligence; Experience; Service encounter; Tourism; Tourist experience
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/10.1108/TR-06-2019-0254
URI: http://eprints.usq.edu.au/id/eprint/49855

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