Show simple item record

dc.contributor.authorPrentice, Catherine
dc.contributor.authorLopes, Sergio Dominique
dc.contributor.authorWang, Xuequn
dc.date.accessioned2019-10-20T22:51:53Z
dc.date.available2019-10-20T22:51:53Z
dc.date.issued2019
dc.identifier.issn1936-8623
dc.identifier.doi10.1080/19368623.2019.1647124
dc.identifier.urihttp://hdl.handle.net/10072/388486
dc.description.abstractEmotional 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.
dc.description.peerreviewedYes
dc.languageEnglish
dc.language.isoeng
dc.publisherRoutledge: Taylor & Francis Group
dc.relation.ispartofjournalJournal of Hospitality Marketing & Management
dc.subject.fieldofresearchCommercial services
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode3504
dc.subject.fieldofresearchcode3506
dc.subject.fieldofresearchcode3508
dc.subject.keywordsSocial Sciences
dc.subject.keywordsBusiness
dc.subject.keywordsHospitality, Leisure, Sport & Tourism
dc.subject.keywordsManagement
dc.subject.keywordsBusiness & Economics
dc.titleEmotional intelligence or artificial intelligence- an employee perspective
dc.typeJournal article
dc.type.descriptionC1 - Articles
dcterms.bibliographicCitationPrentice, C; Lopes, SD; Wang, X, Emotional intelligence or artificial intelligence- an employee perspective, Journal of Hospitality Marketing & Management 2019
dc.date.updated2019-10-17T01:45:49Z
dc.description.versionAccepted Manuscript (AM)
gro.description.notepublicThis publication has been entered into Griffith Research Online as an Advanced Online Version
gro.rights.copyright© 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
gro.hasfulltextFull Text
gro.griffith.authorPrentice, Catherine


Files in this item

This item appears in the following Collection(s)

  • Journal articles
    Contains articles published by Griffith authors in scholarly journals.

Show simple item record