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Bu çalışmanın temel amacı, otel çalışanlarını duygusal zekâlarına göre gruplandırmak ve bu grupların hizmet odaklılık ve algılanan performansa göre farklı olup olmadığını belirlemektir. Araştırmanın amacı ve modeli doğrultusunda hazırlanan anket formu 213 otel çalışanına uygulanmıştır. Araştırmanın bulgularına göre, çalışanların duygusal zekâ skoru yüksek olanlar ve duygusal zekâ düşük olanlar olarak isimlendirilen farklı duygusal zekâ gruplarına göre gruplandırılabileceği ve hizmet odaklılık ve algılanan performansa göre birbirinden farklı olduğu sonucuna ulaşılmıştır.
The main objective of this study is to group the hotel staff according to their emotional intelligence and to determine whether these groups differ according to service focus and perceived performance. The survey form prepared according to the purpose and model of the study was applied to 213 hotel employees. According to the findings of the study, it has been found that employees’ emotional intelligence score can be grouped according to the different emotional intelligence groups called those who are high and those who are low, and that they are different according to service focus and perceived performance.
The main purpose of this study is to group the hotel employees according to their emotional intelligence and to determine wheather service orientation and self-perceived performance of these groups are different or not. The questionnaire, which was prepared according to purpose and model of the study, was applied to 213 hotel employees. According to the findings, it was found that employees can be grouped in different as high emotional intelligence score and low emotional intelligence score and their service-oriented and self-perceived performance are different from each other.
Alan : Sosyal, Beşeri ve İdari Bilimler
Dergi Türü : Uluslararası
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