• myGriffith
    • Staff portal
    • Contact Us⌄
      • Future student enquiries 1800 677 728
      • Current student enquiries 1800 154 055
      • International enquiries +61 7 3735 6425
      • General enquiries 07 3735 7111
      • Online enquiries
      • Staff phonebook
    View Item 
    •   Home
    • Griffith Research Online
    • Journal articles
    • View Item
    • Home
    • Griffith Research Online
    • Journal articles
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Browse

  • All of Griffith Research Online
    • Communities & Collections
    • Authors
    • By Issue Date
    • Titles
  • This Collection
    • Authors
    • By Issue Date
    • Titles
  • Statistics

  • Most Popular Items
  • Statistics by Country
  • Most Popular Authors
  • Support

  • Contact us
  • FAQs
  • Admin login

  • Login
  • Emotional intelligence or artificial intelligence- an employee perspective

    Thumbnail
    View/Open
    Prentice247146-Accepted.pdf (520.0Kb)
    File version
    Accepted Manuscript (AM)
    Author(s)
    Prentice, Catherine
    Lopes, Sergio Dominique
    Wang, Xuequn
    Griffith University Author(s)
    Prentice, Catherine
    Year published
    2019
    Metadata
    Show full item record
    Abstract
    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 ...
    View more >
    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.
    View less >
    Journal Title
    Journal of Hospitality Marketing & Management
    DOI
    https://doi.org/10.1080/19368623.2019.1647124
    Copyright Statement
    © 2019 Taylor & Francis (Routledge). This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Hospitality Marketing & Management on 14 Aug 2019, available online: https://doi.org/10.1080/19368623.2019.1647124
    Note
    This publication has been entered into Griffith Research Online as an Advanced Online Version
    Subject
    Commercial services
    Marketing
    Tourism
    Social Sciences
    Business
    Hospitality, Leisure, Sport & Tourism
    Management
    Business & Economics
    Publication URI
    http://hdl.handle.net/10072/388486
    Collection
    • Journal articles

    Footer

    Disclaimer

    • Privacy policy
    • Copyright matters
    • CRICOS Provider - 00233E
    • TEQSA: PRV12076

    Tagline

    • Gold Coast
    • Logan
    • Brisbane - Queensland, Australia
    First Peoples of Australia
    • Aboriginal
    • Torres Strait Islander