Factors that determine employees' customer experience orientation in the hotel industry

This article explores the concepts of Emotional Intelligence (EI), Cultural Intelligence (CI), and Hospitality Experiential Intelligence (HEI) as determining factors of Employees' Customer Experience Orientation (ECEO) in hotels. The study applies a quantitative approach, a correlational, and explanatory scope, and a non-experimental design. A hierarchical multiple linear regression model was used to explain the relationship between the variables. The empirical results demonstrated that there is a positive correlation between the variables. HEI is the one that most influences on ECEO, followed by EI and CI. These results are a starting point to understanding how HEI, EI, and CI are related to ECEO; therefore, we invite researchers to develop more empirical studies in this field.

• Autores: Barros Arrieta, David; Picalúa Parra, Vivian; PAYARES JIMENEZ, KAREN MARIA; Fuentes Alcántara, Liliana; Vargas Lugo, Aida
• Tipo de recurso: Article of investigation
• Fecha de publicación: 2022
• Institución: Corporación Universidad de la Costa
• Repositorio: REDICUC - Repositorio CUC
• Idioma: eng
• OAI Identifier: oai:repositorio.cuc.edu.co:11323/10844
• Acceso en línea: https://hdl.handle.net/11323/10844; https://repositorio.cuc.edu.co/
• Palabra clave: Customer experience; Cultural intelligence; Hospitality experiential intelligence; Hotel industry; Emotional intelligence
• Rights: openAccess
• License: Atribución-NoComercial-SinDerivadas 4.0 Internacional (CC BY-NC-ND 4.0)