Abstract
Background
In the hospitality industry, professionals are frequently required to manage their emotions effectively due to high job demands and constant customer interactions. Emotional Intelligence (EI) is believed to play a crucial role in enabling employees to handle such emotional labour efficiently.
Purpose
This study investigates the impact of four dimensions of EI—Use of Others’ Emotions (UOEs), Others’ Emotions Appraisal (OEAs), Regulation of Emotions (ROEs) and Self-emotions Appraisal (SEAs), as conceptualised by Wong and Law—on employees’ Satisfaction with Life (SWLs) within the Indian hospitality sector. The study also examines the convergent and discriminant validity of the measurement scales.
Methods
A quantitative research design was employed, using a sample of 238 employees from the Indian hospitality industry. Data were analysed using AMOS 24 and SPSS version 21.0 to assess the reliability and validity of the constructs and to evaluate the structural model.
Results
Findings indicate that OEAs significantly and positively influences SWLs (β = +0.32, p < .001). All EI constructs, along with SWLs, demonstrated strong psychometric properties, with average variance extracted values exceeding 0.5 and composite reliability values above 0.7, confirming both convergent and discriminant validity.
Conclusion
The results underscore the critical role of emotional intelligence, particularly the appraisal of others’ emotions, in enhancing life satisfaction among hospitality professionals. The study validates the reliability and applicability of Wong and Law’s EI model in the Indian hospitality context and offers insights for employee development strategies in emotion-intensive work environments.
Keywords
Introduction
One of the key industries propelling the nation’s economic growth is the Indian hospitality sector, which is led by the country’s hotel market studies. 1 Tourism and the hotel industry are essential parts of the hospitality sector that enable increased travel and generate economic opportunities. 2 These elements may contribute to both the expansion of the host country’s economy and the strengthening of weaker economies. 3 Employees in the hospitality sector typically interact with a variety of customers while providing services to the general public. Given that the main service precept of the hotel sector is to satisfy clients, some interactions between guests and staff can be disrespectful.4, 5 Because they are crucial to creating a store’s brand awareness and meeting customers’ needs, the performance of each restaurant unit is closely associated with the satisfaction of the service employees. 6 Studies have shown that employees’ commitment to their jobs and job satisfaction significantly affect how well they perform for clients in the service industries, especially the hotel industry. 7 Employees’ motivation, which is defined as the desire or willingness to achieve personal and organisational goals, is a key determinant of job satisfaction in the service business. 8
Various sectors fall within the realm of the hospitality industry, encompassing hotels, restaurants, exclusive clubs, managed food services, event coordination, businesses tied to tourism and travel agencies. Frequently, the objects acquired through these services hold intangible qualities, or their perceived excellence becomes intertwined with the manner in which the service is delivered. 9 It is emphasised that within the hospitality industry, the service provider becomes an integral facet of the overall product. To cultivate a sense of appreciation and regard from patrons, it is imperative that they not only feel esteemed by the service staff but also harbour the belief that the service they have received justifies their expenditure.10–13
The extent of emotional intelligence (EI) as presented by Wong and Law in the context of the hotel industry has garnered limited attention. Therefore, this study aimed to investigate the impact of four constructs from the Wong and Law scale on the level of life satisfaction experienced by professionals within the hotel business.12, 13 Previous research has delved into fundamental aspects of EI with a focus on improving customer satisfaction in service delivery, highlighting its substantial impact.10, 11 Studies have established a robust relationship between the proficiency in EI of service providers and heightened levels of customer satisfaction.
Among the primary responsibilities of hospitality managers is the skilful navigation of leadership to fulfil the satisfaction of both internal and external stakeholders.14–16 The skillset encapsulated within EI plays a pivotal role in achieving satisfaction among both internal and external customers.11, 17, 18 Leaders who excel in EI are skilled at effectively conveying their vision and passion.19–23 Additionally, they can navigate and reduce unnecessary conflicts while displaying empathy towards both guests and subordinates.19, 24, 25
Most researchers have studied the effects of the four constructs of Wong and Law’s scale on satisfaction with life (SWLs) in the hospitality industry in East Asian countries like China, Korea, Japan, etc. They found a positive relationship between Use of Others’ Emotions (UOEs), Others’ Emotions Appraisal (OEAs), Regulation of Emotions (ROEs) and Self-emotions Appraisal (SEAs) and Satisfaction with Life in the hospitality industry.26–32
Need of the Study
Wong and Law’s EI scale has not received much attention in the Indian hospitality sector. Consequently, the purpose of this study was to examine how the four constructs of Wong and Law affect the level of life satisfaction among hotel industry professionals. The Wong and Law scale’s conceptions of convergent and discriminant validity are then looked at. The study’s findings will provide hoteliers with useful guidance on how to create plans for satisfied customers, which is essential for the service industry. The current study developed a robust model by taking into account four components from Wong and Law’s scale and life satisfaction. One of the major findings from this research will aid hoteliers in better understanding the feelings of their clients.
Ob Study
This study aims to investigate the impact of UOEs, OEAs, ROEs and SEAs on SLWs in the hospitality sector. In addition, the current study also examines the validity and reliability of the Wong and Law scale in the Indian context. The research results will give hoteliers helpful advice on how to develop strategies for happier clients, which is crucial for the service sector. By taking into consideration four constructs from Wong and Law’s scale and life satisfaction, the current study has conceived a strong model. One of the key insights from this study will help hoteliers better comprehend the emotions of their customers.
Hypotheses
Research hypotheses should be based on research objectives. The present study formulates hypotheses that are based on the objectives of the study.
Hypothesis 1 (H1): OEAs has a significant positive impact on life satisfaction (LS) among employees working in the hotel business. Hypothesis 2 (H2): There is a significant negative impact of UOEs on SWL among employees who are working in the hotel industry. Hypothesis 3 (H3): There is a significant negative impact of ROEs on SWL among employees who are working in the hotel industry. Hypothesis 4 (H4): There is a significant negative impact of SEAs on SWL among employees working in the hotel industry.
Research Methodology
Data Collection and Respondents’ Characteristics
Throughout the past year, information on people who worked in the hotel business in India was gathered. The convenience sampling method was adopted in the current investigation. The respondents were given questionnaires, which were also mailed to them. There were 238 usable responses. In total, there were 177 men and 61 women who responded. Of the respondents, 188 were in the 20–30 age range, 45 were in the 31–40 age range and 5 were in the 41–50 age range.
Measurement of Variables
Employing a standardised approach, Wong and Law developed the Wong and Law EI scale and conducted cross-cultural assessments in multiple countries. This scale encompasses 16 items, categorised into four sections: SEA, OEAs, UOE and ROEs. As an illustration, the OEA section prompts respondents to evaluate their capacity for discerning the emotions of individuals in their vicinity as shown in Table 5.
It is noteworthy that the current study did not consider the outcomes of the initial pilot study, which indicated suboptimal validity and reliability of the SEA dimension within the Indian context. Participant responses were evaluated on a Likert scale, with a rating of 1 indicating strong disagreement and a rating of 5 reflecting complete agreement. Additionally, to gauge overall life satisfaction, the Diener et al. Life Satisfaction (LS) scale from 1985 was employed, consisting of a five-item scale.
Statistical Tools
In the present study, we employed SPSS version 21.0 AMOS 24 to assess the validity and reliability of our datasets.
Validity and Reliability of the Measurement Models
The process employed to validate the measurement model is termed confirmatory factor analysis (CFA). The validation of this model hinges upon two key aspects: (1) establishing specific evidence of validity and reliability for the measurement model. The composite reliability (CR) metric assesses the overall reliability of a set of items that are associated with a latent variable. It is recommended that CR values exceed 0.7. Cronbach’s alpha, often regarded as the most widely utilised and renowned measure of internal consistency, is also discussed. This statistic assesses the strength of the measuring items in effectively quantifying the respective construct. A Cronbach’s alpha value greater than 0.70 signifies satisfactory internal consistency as shown in Table 1. Another metric, the average variance extracted, is deemed suitable when it is equal to or surpasses 0.5, as delineated in Tables 2 and 3. The ensuing discussion outlines the validity and reliability of the measurement model, as presented in Table 2.
Reliability and Validity Test of Constructs and Items.
Validity and Reliability.
SEM Path Analysis for Structural Research Model UOEs, OEAs, ROEs and SEAs on Satisfaction with Life (SWL)
SEM path analysis was used on OEAs, ROEs and SEAs on SWLs to answer the formulated hypotheses. OEAs have shown significant positive effects on Satisfaction with Life in nature (β = +0.32, p = .0.001), followed by UOE (β = +0.30, p = .009) and present in Figure 2 and Table 3.
Path Analysis of Structural Model UOEs, OEAs, ROEs and SEAs on LS.
Results
The result of the path analysis showed a significant impact of UOE on LS among employees working in the hospitality sector. These results were similar to those of previous studies as shown in Table 3, which found that UOE had a significant positive impact on LS among employees in the hospitality sector.26, 27 OEAs can be important for employees who need to understand and respond appropriately to the emotional cues of guests. In conclusion, UOEs, OEAs, and LS can be applied in the Indian hospitality industry to better understand the experiences of guests and employees. Research has found a positive relationship between OEAs and Satisfaction with Life in the hospitality industry. It is interesting to note that the current study examined the negative impact of SEA on life satisfaction (LS). Also, it was shown that the Wong and Law scale had good discriminant and convergent validity in the Indian hospitality industry.
Managerial Implications
It is worthwhile to study empirically each construct of the Wong and Law scale on satisfaction with life in the hotel industry. Examining each construct of the Wong and Law on Satisfaction with Life will help management in the hospitality industry to better understand the experiences of both guests and employees. By using these constructs, hotel managers can gain valuable insights into the emotional regulation and overall satisfaction of their guests and employees, and take actions to improve the overall experience. This can be especially important for employees who need to understand and respond appropriately to the emotional cues of guests. Research has indeed found a significant positive relationship between OEAs and Satisfaction with Life in the hospitality industry. Research has also found a positive relationship between UOE and Satisfaction with Life. Hotel managers can use UOE to identify which emotions guests and employees are using to cope with their experiences, and how these emotions can be harnessed to enhance the overall experience. Managers can also use LS to identify areas where guests or employees are not satisfied and take actions to improve their experience. Additionally, the use of UOE and LS can help managers identify ways to create a more positive and fulfilling work environment for employees, which can ultimately lead to better guest experiences as shown in Table 4.
Conclusion of Hypothesis Testing.
Wong and Law Scale.
Footnotes
Acknowledgements
Special thanks to Dr Shruti Traymbak for her contribution to data analysis and to Dr Milli Dutta for her efforts in compiling the literature review. Appreciation is also extended to colleagues and staff for providing a supportive research environment.
Declaration of Conflicting of Interests
The authors declared no potential conflicts of interest with respect to the research, authorship and/or publication of this article.
Funding
The authors received no financial support for the research, authorship and/or publication of this article.
Statement of Ethics
All participants provided written informed consent before participating in the study.
