The Impacts of Cultural and Emotional Intelligence on Hotel Guest Satisfaction

Rachel Lam, Catherine Cheung, Peter Lugosi

Research output: Journal article publicationJournal articleAcademic researchpeer-review

2 Citations (Scopus)

Abstract

This study examines the impacts of frontline hotel employees’ emotional intelligence (EI) and cultural intelligence (CQ) on guests’ satisfaction, and uniquely captures guests’ perceptions of staff capabilities. The results of a survey conducted with Asian and non-Asian respondents suggest there is a strong positive relationship between employee EI and CQ. More significantly, non-Asian hotel guests perceived higher employee EI and CQ than Asian hotel guests. Finally, both employee EI and CQ had positive and significant impact on overall satisfaction, nevertheless, CQ had a much stronger prediction of overall satisfaction than EI. The paper examines the implications of these findings for human resource practices with particular reference to businesses targeting culturally diverse market segments. The conclusion also considers the potential for future studies to expand research based on consumer’s conceptions and perceptions of frontline staffs’ EI and CQ capabilities in alternative hospitality and service domains.

Original languageEnglish
JournalJournal of China Tourism Research
DOIs
Publication statusAccepted/In press - 2020

Keywords

  • Cultural intelligence
  • emotional intelligence
  • guest perception
  • guest satisfaction
  • service
  • staff capabilities

ASJC Scopus subject areas

  • Cultural Studies
  • Language and Linguistics
  • Linguistics and Language
  • Tourism, Leisure and Hospitality Management

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