Understanding the relationships among emotional exhaustion, job satisfaction, and emotional intelligence of hotel front desk employees

ABSTRACT

This study was conducted to understand the relationship among emotional exhaustion, job satisfaction, and emotional intelligence of hotel front desk employees. The importance of this study are focusing on only the hotel front desk employees, and dividing emotional intelligence items into four dimensions. Surveys were carried out at 12 five-star hotels in Seoul. Emotional exhaustion was negatively related with “use of emotion.” “Others’ emotion appraisal” had a positive moderating effect between emotional exhaustion and job satisfaction. To raising job satisfaction, improving the ability to use of emotions for constructive activities, and perceiving and understanding the emotions of others are necessary.

KEYWORDS:

• Emotional exhaustion (EX)
• job satisfaction (JS)
• emotional intelligence (EI)
• hotel front desk employees
• moderating effect
• Wong & Law Emotional Intelligence Scale (WLEIS)

Disclosure statement

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