Impact of Emotional Intelligence on Service Quality: Empirical Linkage Evidences from Indian Hotel Industry

Abstract

Purpose of the paper: Emotional Intelligence and Service Quality--this study was designed to examine the relationship between the said two variables. The purpose of this paper is to develop an empirically based comprehensive study for measuring the impact and develop linkages between the two. Design/Methodology/Approach : This paper describes a procedure which explicates the employees EI while dealing with the customers. Various factors were derived from extensive literature review & key informant interviews. While using empirical knowledge & tools, data was collected through a self administered questionnaire from the hotel industry comprising of leading Hotels in Delhi/NCR in various locations. 130 employees randomly drawn from 10 leading hotels constituted the study sample. Findings : The crucial findings of the study revealed a significant relation between EI and Service quality. Findings suggested that EI could be used as an intervention to enhance Service quality. The five-dimensional structure of SERVQUAL was reconfirmed. Practical Implications : The construct of this study can be used to meet the service quality expectations of business hotelscustomers,where the linkage finds its maximum usage. It represents a practical way to measure the service quality dimensions in hotel industry. The study can be a ground for search for any additional dimensions that should be included in the service 1 .quality construct, and measure the level of importance of each specific dimension for the customers of the business hotels.

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