The DOI matches its Crossref record; 106 of the 106 references it cites were found in a registry or an index.
Emotional intelligence or artificial intelligence– an employee perspective
Open accessAbstract
Emotional intelligence as personal intelligence and artificial intelligence as a machine intelligence have been popular in the relevant literature over the last two decades. The current study integrates these two concepts and explores how emotional and artificial intelligence influences employee retention and performance with a focus on service employees in the hotel industry. Employee performance is operationalised into internal and external dimensions that captures employees’ task efficiency over both internal and external service encounters with co-workers and customers respectively. The data were collected from a variety of different ranking hotels. The results show that emotional intelligence has a significant effect on employee retention and performance; whereas artificial intelligence plays a significant moderating role in employee performance. A discussion of the findings and implications concludes this paper.
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Cites
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Working with Emotional Intelligence
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What is Emotional Intelligence?
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Cited by
Budhwar, P., Malik, A., De Silva, M. T. T., & Thevisuthan, P. (2022) · The International Journal of Human Resource Management · doi:10.1080/09585192.2022.2035161 · Cited by 723
AI-powered marketing: What, where, and how?
Kumar, V., Ashraf, A. R., & Nadeem, W. (2024) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2024.102783 · Cited by 509
Engaging and retaining customers with AI and employee service
Prentice, C., & Nguyen, M. (2020) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2020.102186 · Cited by 388
Self-citationChi, O. H., Denton, G., & Gursoy, D. (2020) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2020.1721394 · Cited by 334
Artificial Intelligence in Tactical Human Resource Management: A Systematic Literature Review
Votto, A. M., Valecha, R., Najafirad, P., & Rao, H. R. (2021) · International Journal of Information Management Data Insights · doi:10.1016/j.jjimei.2021.100047 · Cited by 322
Metadata
- Authors
- Prentice, C., Dominique Lopes, S., & Wang, X.
- Venue
- Journal of Hospitality Marketing & Management
- Publisher
- Informa UK Limited
- Published
- 2019-08-14
- Volume
- 29
- Issue
- 4
- Pages
- 377-403
- ISSN
- 1936-8623 (ISSN-L)
- 1936-8631
- OpenAlex
- W2969117470
- Cited by
- 367
- References
- 106
- FWCI
- 31.75
- Type
- journal article
- Language
- en
- Open access
- green
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
