Puji Rahayuningtyas | Author | SciTechnol

Puji Rahayuningtyas Author

pujir@gmail.com

Subjects of specialization
Hospitality Financial and Managerial Accounting, Hospitality Operational and Financial Analysis, Hospitality Career Planning and Internship Report and Defense, Strategic Events Management Case Study, Business Game Simulation (Hotel and Restaurant Operations)

Affiliation
Roxyglass, Jl. Jend Gatot Subroto Kav.53 Petamburan, Jakarta 10260, Indonesia

Biography

She is Bachelor of English and a postgraduate graduate majoring in Marketing . She worked for more than 5 years as a Lecturer and is currently a Marketing Manager.

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

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