Managers social intelligence affect the emotions of employees in hotels

What is it about?

Using the Multilevel Model of Emotional in Organizations, this study investigates whether managers’ levels of social intelligence affect employees’ emotional labor and the emotional climate of the workplace. In addition, the mediating effect of emotional labor on social intelligence and emotional climate is defined. A total of 276 surveys were distributed among the employees of a chain hotel in Istanbul. A structural equality modeling was used to explain the relationships between social intelligence, emotional labor, and emotional climate. The results reveal that social intelligence positively and significantly affects deep acting. It is also shown that social intelligence does not affect the emotional climate, and that emotional labor has no intermediary role. Practical results and recommendations are thus suggested for future research.

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Why is it important?

The paper is to understand the emotional reflection of the environment in which the employees work; this is crucial for customer satisfaction. Thus, social intelligence will enable the development of strategies to better understand emotional labor and the emotional climate and to control their consequences, particularly for employees. This information will enable hotel business practitioners to develop effective tools to manage emotions within their organization.