Emotional Intelligence Differences: Could Culture Be the Culprit?

Abstract

Studies have indicated that emotional intelligence (EI) influences managerial success in the hospitality industry and that cultural backgrounds impact EI behaviors. This study indicates significant differences in EI levels of hospitality undergraduate students based on their cultural grouping and provides credence that native culture should be considered when hospitality educators and trainers develop EI enhancement programs. Tailoring education for those groups that are less comfortable recognizing and expressing emotions expected by guests could aid the development of individuals in adapting and adjusting their behavior to achieve positive results at both work in the service industry and in their personal life.

Keywords:

• emotional intelligence
• education
• diversity
• cultural differences