Emotional Intelligence in Tourism and Hospitality

Emotional intelligence (EI) is the ability to recognize emotions, thereby guiding behavior and allowing emotional adjustment to environments. As services are produced and consumed simultaneously, the employee EI is vital. This book uses a skills-based approach to explain how emotional intelligence can be developed in tourism and hospitality.

Inteligenta emotionala (EI) este capacitatea de a recunoaste emotiile, indrumand astfel comportamentul si permitand adaptarea emotionala la medii. Intrucat serviciile sunt produse si consumate simultan, EI pentru angajati este vitala.