Journal of Tourism Research & HospitalityISSN: 2324-8807

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Michael Yadisaputra Author

michael.yadisaputra@podomorouniversity.ac.id (021) 2920 0456

Subjects of specialization
Tourism marketing management, Multi-criteria decision management, Management decision science

Affiliation
Hotel Business Program, Podomoro University, Let. Jend S. Parman Kav. 28, Jakarta 11470, Indonesia

Biography

Michael Aswin Winardi is University Lecturer inPodomoro University. He worked as lecturer in other universities also. He has completed his phd in Griffith University. He has done his masters in Trisakti Institute of Tourism in Field Of StudyHuman Resources Management in Hospitality and TourismGradeCum Laude

Publications

Research Article Subscription

The Influence of Emotional Intelligence and Entrepreneurial Behaviour of Frontline Hotel Employees in Complaint Handling Performance

Author(s):

Puji Rahayuningtyas and Michael Yadisaputra

This study discusses both emotional intelligence (EI) and entrepreneurial behaviour (EB) of Frontline Hotel Employees as keys ability of necessary to express positive complaint handling performance. EI demonstrated that EI itself as psychological resource is a critical factor for hospitality employees’ coping styles. Employees’ emotional intelligence while facing customer’s complaint is vital since it is related to entrepreneurial behaviour as personal competence or entrepreneurial personal trait. More specifically, this study was aimed to identify the frontline hotel employees’ entrepreneurial behaviour in their emotional intelligence and to analyse correlation between emotional intelligence and complaint handling. The result shows t... view more»

DOI: 10.4172/2324-8807.1000183

Abstract HTML PDF

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