Emotional intelligence or artificial intelligence- an employee perspective

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Prentice, Catherine
Lopes, Sergio Dominique
Wang, Xuequn
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2019
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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 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.

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Journal of Hospitality Marketing & Management

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© 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

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This publication has been entered into Griffith Research Online as an Advanced Online Version

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Subject

Commercial services

Marketing

Tourism

Social Sciences

Business

Hospitality, Leisure, Sport & Tourism

Management

Business & Economics

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Prentice, C; Lopes, SD; Wang, X, Emotional intelligence or artificial intelligence- an employee perspective, Journal of Hospitality Marketing & Management 2019

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