Hospitality service employees' coping styles: The role of emotional intelligence, two basic personality traits, and socio-demographic factors

被引：58
|
作者：
Kim, Hyun Jeong [1 ]
Agrusa, Jerome [2 ]
机构：
[1] Washington State Univ, Coll Business, Sch Hospitality Business Management, Pullman, WA 99164 USA
[2] Hawaii Pacific Univ, Coll Business, Honolulu, HI 96813 USA
来源：
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2011年 / 30卷 / 03期
关键词：
Emotional intelligence; Extraversion; Neuroticism; Coping styles; Hospitality employees; GENDER-DIFFERENCES; JOB STRESS; OCCUPATIONAL STRESS; SELF-REPORT; PERFORMANCE; HEALTH; VALIDATION; VALIDITY; SOCIALIZATION; ENGAGEMENT;
D O I：
10.1016/j.ijhm.2010.11.003
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This study examines the relationship between emotional intelligence (EI) and three coping strategies (task-, emotion-, and avoidance-oriented coping) using an adult, hospitality industry population specifically in hotel and restaurant work environments. The hierarchical regression indicates that EI is by far the most dominant predictor of task coping among all selected explanatory variables; EI does not have much influence on emotion coping after the entry of two basic personality traits (neuroticism and extraversion); and EI is significantly related to avoidance coping encompassing distraction and social diversion. In addition, this study reveals the role played by age and work experience in individual coping efforts and a high possibility of female workers as a task-oriented coper in hospitality work settings. (C) 2010 Elsevier Ltd. All rights reserved.
引用
收藏
页码：588 / 598
页数：11
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