Impact of Emotionally Intelligent Leadership on Team Performance in Hospitality Industry
Khan, Zunaira (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024052013710
https://urn.fi/URN:NBN:fi:amk-2024052013710
Tiivistelmä
The world is becoming global village rapidly and is striving for a better future. The success of the industry depends on how quickly it can adapt to the ever-changing social and cultural environment, with its focus on evolving consumer preferences, and adaptation of the latest technology. Emotionally intelligent leadership can shape customer’s experience by effectively dealing with their emotions, diversity, preferences, and attitudes. Such type of emotionally intelligent leadership is vital to ensure effective management in the industry.
The thesis involves a real time survey and data analysis, and hospitality industry is chosen for the the data collection purpose. In the hospitality industry, making the guest happy is extremely important and teamwork is a key to that. Every member of the team has a job to do, that collectively forms an experience for the customer. Teamwork enables hospitality professionals to thoroughly understand the different requirements of customers and utilize these insights to develop a comprehensive and memorable service experience.
According to the studies, it is suggested that the stress level in the employees of the hospitality industry is second in the ranking whereas the stress of the female workers of the hospitality industry is ranked number one in females working full time in the US. Emotional intelligence is observed as a key variable that protect the individual against the stress, however there is a gap in research that explains if emotionally intelligent leadership can improve teamwork or not. To fulfil this gap research is conducted in which data is collected from the 326 hospitality professionals that includes 32 leaders and 296 team members.
The Quantitative data analysis techniques are used for the data analysis and the outcome presents that there is a strong positive relation between Emotionally intelligent leadership and team performance. Two other team related variables were explored in the study that includes Team Collaboration and Team Cohesion and it is observed that there is a positive relation between EIL and team collaboration and team cohesion, and they also mediate the relation between the EIL and team performance.
The thesis involves a real time survey and data analysis, and hospitality industry is chosen for the the data collection purpose. In the hospitality industry, making the guest happy is extremely important and teamwork is a key to that. Every member of the team has a job to do, that collectively forms an experience for the customer. Teamwork enables hospitality professionals to thoroughly understand the different requirements of customers and utilize these insights to develop a comprehensive and memorable service experience.
According to the studies, it is suggested that the stress level in the employees of the hospitality industry is second in the ranking whereas the stress of the female workers of the hospitality industry is ranked number one in females working full time in the US. Emotional intelligence is observed as a key variable that protect the individual against the stress, however there is a gap in research that explains if emotionally intelligent leadership can improve teamwork or not. To fulfil this gap research is conducted in which data is collected from the 326 hospitality professionals that includes 32 leaders and 296 team members.
The Quantitative data analysis techniques are used for the data analysis and the outcome presents that there is a strong positive relation between Emotionally intelligent leadership and team performance. Two other team related variables were explored in the study that includes Team Collaboration and Team Cohesion and it is observed that there is a positive relation between EIL and team collaboration and team cohesion, and they also mediate the relation between the EIL and team performance.