Research Repository

What helps or hinders the emotional intelligence practice? A study of Vietnamese hotel workers

Nguyen, Quynh and Ladkin, Adele and Osman, Hanaa (2022) 'What helps or hinders the emotional intelligence practice? A study of Vietnamese hotel workers.' International Journal of Contemporary Hospitality Management, 34 (2). pp. 534-554. ISSN 0959-6119

[img]
Preview
Text
Nguyen et al Accepted Version.pdf - Accepted Version

Download (822kB) | Preview

Abstract

Purpose Drawing from emotional labour (EL) and emotion regulation (ER) theories, this paper aims to identifiy what helps and what hinders the emotional intelligence (EI) practice of Vietnamese hotel workers. Researching EI qualitatively from a novel context highlights the influence of culture on EI. Design/methodology/approach The critical incident technique (CIT) was adopted as the qualitative methodological approach using a self-administered form and semi-structured interviews to collect empirical data from a sample of 34 Vietnamese hotel workers in 19 different hotels. Findings The findings show that following Joseph and Newman’s (2010) cascading model of EI would help hotel workers in their practice. The research also found different factors hindering the EI practice from the individual and organisational levels. Vietnamese culture was believed to guide deep-acting and meditation. Language barrier and manager support emerged as significant factors that could help or hinder their EI practice. Research limitations/implications The research proposes a conceptual framework addressing the factors that could help or hinder the EI practice and provides implications for HR practices and management. Caution could be taken when applying the research implications because of the small sample as a nature of qualitative research. Originality/value To the best of the authors’ knowledge, this is the first attempt to appraise the EI practice adopting the CIT as a qualitative methodological approach in an under-research context and add evidence to the theoretical links between EI, EL and ER.

Item Type: Article
Uncontrolled Keywords: Emotional Intelligence; Emotional labour; Emotion regulation; Critical Incident Technique; culture
Divisions: Faculty of Humanities
SWORD Depositor: Elements
Depositing User: Elements
Date Deposited: 24 Nov 2021 16:06
Last Modified: 13 Apr 2022 14:45
URI: http://repository.essex.ac.uk/id/eprint/31650

Actions (login required)

View Item View Item