The influence of emotional intelligence on the service performance of casino frontline employees

Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 and King, Brian (2011) The influence of emotional intelligence on the service performance of casino frontline employees. Tourism and Hospitality Research: the Surrey quarterly review, 11 (1). pp. 49-66. ISSN 1467-3584


Abstract

The concept of emotional intelligence (EI) has attracted substantial interest in the popular and organisational psychology literature. Although the predictive validity of EI is likely to depend on the context and focus of interest, researchers have identified a positive relationship between EI and job performance in the case of roles, which involve emotional labour, such as customer service. It offers the prospect of providing insights into job performance that have not been explained by traditional cognitive intelligence. This article explores the impact of EI on the service performance of frontline employees in the casino industry. The researchers test the hypothesis that EI is a predictor of the service performance of casino service representatives. A sample of 152 casino frontline employees in a large Australasia-based casino responded to a questionnaire-based survey, which considered EI, the five factors of personality and job performance. Based on multiple regression analysis, the results confirmed that EI is a significant predictor of the service performance of casino frontline employees for the high-roller market.


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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 04:35
Last Modified: 10 Aug 2022 04:35
Uncontrolled Keywords: casino frontline employees; casino high rollers; emotional intelligence; personality; service performance
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/10.1057/thr.2010.21
URI: http://eprints.usq.edu.au/id/eprint/49917

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