The impact of emotional intelligence on hospitality employees’ work outcomes: a systematic and meta-analytical review

ABSTRACT

Employees’ emotional intelligence (EI) has been studied for over a decade in the hospitality field. While the existing literature has advanced our knowledge of this construct, mixed and inconsistent findings regarding the influence of EI on hospitality employees’ work outcomes can be found in individual studies. To address such issues, we conducted a comprehensive literature review of the extant literature on hospitality employees’ EI. This review yielded 60 empirical studies (from both hospitality and non-hospitality journals), based on which we investigated the background and trend of research into hospitality employees’ EI. A total of 18 EI-related work outcomes were captured and classified into two groups. The direction, magnitude, and heterogeneity of the effect sizes of the relations between hospitality employees’ EI and such work outcomes were meta-analyzed. The theoretical and practical implications are discussed in the light of our key findings.

员工情绪智力 (EI)在酒店业已经研究了十多年. 虽然现有文献已经提高了我们对这一结构的认识, 但关于EI对酒店员工工作成果的影响的混合和不一致的发现可以在个别研究中找到. 为了解决这些问题, 我们对酒店员工EI的现有文献进行了全面的文献回顾. 本综述产生了60项实证研究 (来自酒店和非酒店杂志), 在此基础上, 我们调查了酒店员工EI研究的背景和趋势. 共获取了18项与EI相关的工作成果, 并将其分为两组. 对酒店员工的EI与此类工作成果之间关系的影响大小的方向、大小和异质性进行了元分析. 根据我们的主要发现讨论了理论和实践意义.

KEYWORDS:

• Emotional intelligence
• meta-analysis
• systematic review
• hospitality employees
• work outcomes

Disclosure statement

No potential conflict of interest was reported by the author(s).

Correction Statement

This article has been republished with minor changes. These changes do not impact the academic content of the article.