Emotional Intelligence in Hospitality
听
Since 2018, CISA is working to address a significant gap in hospitality and organizational psychology research by proposing a new conceptual framework鈥�affective hospitality鈥攖hat applies听ability emotional intelligence (EI)听to the hospitality domain. While prior research has established the relevance of emotional intelligence to key work outcomes such as performance and satisfaction, it has predominantly focused on trait-based models. Our project introduces a performance-based perspective, grounded in ability EI theory.
In our approach we argue that the core emotional abilities鈥�perceiving, using, understanding, and managing emotions鈥攑lay a critical role in service delivery, emotional labor, and customer interaction. By integrating these abilities within the hospitality context, we aim to offer a novel lens for examining customer orientation, resilience, and the co-creation of emotional value.
The project also concerns the development of a novel assessment tool: the听Hospitality鈥檚 Emotional Intelligence Test (HEIT).
The HEIT is grounded in听ability-based emotional intelligence theory听and employs a听situational judgment test听(SJT) format. It evaluates hospitality professionals鈥� performance-based emotional competencies in authentic workplace scenarios鈥攕uch as recognizing, understanding, and managing both their own emotions and those of others.
This scientifically validated tool enables the听objective measurement of emotional intelligence听in a way that is directly relevant to the unique interpersonal and emotional demands of the hospitality industry. Its development was supported by close collaboration with industry experts, ensuring both听theoretical soundness听and听practical relevance.
PUBLICATIONS
- V枚lker, J., Blal, I., & Mortillaro, M. (2023). Emotional intelligence matters in hospitality education: contributions of emotional intelligence, fluid ability, and personality to hospitality grades. Frontiers in psychology, 14, 1148863.
- V枚lker, J., & Mortillaro, M. (submitted). Affective hospitality: applying ability emotional intelligence to hospitality.
- V枚lker, J., & Mortillaro, M. (in preparation). The HEIT: An Emotional Intelligence Assessment for Hospitality Workers