scholarly journals The role of emotional service in the restaurant business

2022 ◽  
pp. 164-167
Author(s):  
N. A. Ofitserova
Keyword(s):  
Emotional Intelligence ◽  
Customer Satisfaction ◽  
Emotional Labor ◽  
Work Performance ◽  
Positive Emotions ◽  
Emotional State ◽  
Communicative Competence ◽  
Point Of View ◽  
Emotional States

The article considers the restaurant business from the point of view of not only the entrepreneurial aspect, but also the service aspect, which is fundamental. The reasons why people visit restaurants have been revealed. In addition to physical need, restaurants are an element of cognition and a way of experiencing positive emotions. The importance of the restaurant business in shaping people’s positive emotional state has been formulated. Two forms of emotional labor of an employee and the influence of emotional states on work performance have been highlighted. The role of emotional intelligence and communicative competence in customer satisfaction with a restaurant visit has been determined. The importance of developing emotional intelligence has been concluded. Recommendations for its development has been formulated. 

scholarly journals Does CSR Enhance Young Bank Customers’ Satisfaction and Loyalty in a Developing Economy? The Mediating Role of Trust

2020 ◽  
Vol 5 (2) ◽  
Author(s):  
Rabia Rasheed ◽  
Stella Zulu-Chisanga
Keyword(s):  
Customer Satisfaction ◽  
Developing Economies ◽  
Positive Association ◽  
Business Environment ◽  
Corporate Identity ◽  
Point Of View ◽  
Mediating Effect ◽  
Mediating Role ◽  
Customer Satisfaction And Loyalty

The role of corporate social responsibility (CSR) on firm performance is well documented in the literature. Although the majority of the evidence available points to a positive association between CSR and determinants of company performance such as monetary performance, personnel commitment and corporate identity, findings still remain rather inconclusive as negative or no correlation results are also reported. In addition, little is known about how CSR is perceived from a bank customer’s point of view and studies examining its effect on customer satisfaction and loyalty in developing economies are scanty. Drawing insights from the stakeholder and signaling theories, this study examines the effect of CSR on customer satisfaction and customer loyalty. The study also examines the mediating role of trust on these relationships. Data from 348 bank customers in Zambia indicate that CSR positively affects satisfaction and loyalty. It was also established that trust has a significant mediating effect on the relationships. With the increase in complexity and dynamism of today’s business environment banks are advised to be more socially responsible as one way of building trust and customer satisfaction and loyalty.

Dysregulation of emotions among pathological gamblers: The role of savoring

2017 ◽  
Vol 41 (S1) ◽  
pp. S394-S394
Author(s):  
G. Rogier ◽  
P. Velotti
Keyword(s):  
Emotion Regulation ◽  
Pathological Gambling ◽  
Emotion Dysregulation ◽  
Positive Emotions ◽  
Clinical Sample ◽  
Emotional States ◽  
Pathological Gamblers ◽  
Difficulties In Emotion Regulation ◽  
Regulation Strategies

IntroductionTheories have conceptualized pathological gambling as an attempt to cope with emotional states. However, there is a lack of research about emotion dysregulation in this population. In a similar way, few is known about the nature of emotion regulation strategies used by pathological gamblers. Furthermore, it is not clear if pathological gamblers have difficulties to regulate negative emotions (as sadness) or positive ones (as excitement).ObjectivesWe sought to explore the associations among pathological gambling, emotion dysregulation and different types of emotion regulation strategies, comparing a clinical sample with community participants.AimsTo highlight similarities and differences in emotion dysregulation between pathological gamblers and healthy participants.MethodsA sample of pathological gamblers and a sample of healthy men, were administered the South Oaks Gambling Screen (SOGS), Difficulties in Emotion Regulation Scale (DERS), Difficulties in Emotion regulation Scale-Positive (DERS-P), Emotion Regulation Questionnaire (ERQ) and the Ways of Savoring Checklist (WOSC).ResultsAs expected, both levels of emotion dysregulation and suppression were significantly higher in the clinical sample while levels of savoring and reappraisal were significantly higher in the community sample.ConclusionsSuch results confirm the theorization of pathological gambling as a dysfunctional response to emotional states and underline the role of positive emotions. Specifically, pathological gamblers may be prone to suppress negative emotions instead to engage in functional strategies as reappraisal. Gamblers also fail to regulate positive emotions showing a poor capacity of savoring positive moments.Disclosure of interestThe authors have not supplied their declaration of competing interest.

Emotional Intelligence and Burnout of Teachers of Higher Education Institutions

2021 ◽  
Vol 9 (5) ◽  
pp. 442-450
Author(s):  
Vitalii Y. Bocheliuk ◽  
◽  
Serhiy S. Shcherbyna ◽  
Anastasiia V. Turubarova ◽  
Iryna Yu. Antonenko ◽  
...  
Keyword(s):  
Emotional Intelligence ◽  
Structural Changes ◽  
Emotional States ◽  
Emotional Life ◽  
University Teachers ◽  
Professional Stress ◽  
Emotional Burnout ◽  
And Control ◽  
Academic Year

Emotional intelligence is an important resource for overcoming professional stress in members of socionomic professions. The research objective is to determine the role of its components in the development of emotional burnout. A natural experiment was conducted, which determined the manifestations of emotional burnout of 56 university teachers at the end of the academic year. The author used the questionnaire. Two experimental groups were identified in the general sample: teachers with burnout and those resistant to burnout (16 and 30 people, respectively). At the end of the academic year, signs of burnout were detected in one-third of university teachers. The leading symptoms are emotional exhaustion and depersonalisation, with no reduction in professional achievement. The dynamics of emotional life during the annual professional cycle are shown. The integrated indicator of emotional intelligence (EI) remains at the same level, but there are structural changes in the components of intrapersonal intelligence. At the end of the year, teachers' attention to their emotional states, work roles, and communication increase significantly. At the same time, there is a decrease in the ability to manage their own emotions. Resistance to burnout is accompanied by a high ability to realise and control their own emotions with a relatively vague focus on the emotional states of others. It was concluded that individual components of EI (intrapersonal and interpersonal, understanding and management) have different effects on burnout symptoms.

The Role of Emotional Intelligence in Knowledge-Enabled Customer Delight

2011 ◽  
pp. 146-164
Author(s):  
Suhaila Al Hashemi ◽  
Zahra Haji
Keyword(s):  
Emotional Intelligence ◽  
Knowledge Management ◽  
Customer Satisfaction ◽  
Corporate Culture ◽  
Gulf Region ◽  
Customer Delight

The research found a relationship between emotional intelligence, knowledge management, and customer satisfaction. National and corporate culture influenced such relationship. The findings of this research therefore add a new dimension (namely, national and corporate culture in the Gulf Region) to the concepts of emotional intelligence, knowledge management, and customer satisfaction.

Managing Emotions

2019 ◽  
pp. 101-110
Author(s):  
Dennis C. Daley ◽  
Antoine Douaihy
Keyword(s):  
Positive Emotions ◽  
Coping Skills ◽  
Initial Period ◽  
Emotional States ◽  
Life Problems ◽  
Interpersonal Difficulties ◽  
Negative Effect ◽  
Drug Free ◽  
Over Time

An emotion that is prolonged or persists over time is referred to as a mood. Emotions or moods that are too intense, extreme, or chronic and that cause problems in life often need to be addressed as part of ongoing substance use recovery. An overall goal of recovery is to reduce negative emotions and increase positive emotions, although any emotion can have a positive or negative effect depending on the circumstance. Negative emotional states can also be exacerbated by physical withdrawal, in addition to life problems, stresses, and interpersonal difficulties. These emotions are also associated with the initial period of becoming drug-free. The objectives of this chapter are to identify the role of negative and positive emotions in recovery and relapse, to help clients identify high-risk emotional issues (specific emotions or deficits in coping skills) to address in recovery, and to help clients learn appropriate strategies to manage emotions.

scholarly journals In Pursuit of Work Performance: Testing the Contribution of Emotional Intelligence and Burnout

2020 ◽  
Vol 17 (15) ◽  
pp. 5373
Author(s):  
Martin Sanchez-Gomez ◽  
Edgar Breso
Keyword(s):  
Emotional Intelligence ◽  
Work Performance ◽  
Negative Relationship ◽  
Performance Testing ◽  
Maslach Burnout Inventory ◽  
Multiple Mediation ◽  
Mediation Analyses ◽  
The Individual ◽  
The Relationship

Previous research has highlighted the connection between emotional intelligence (EI) and work performance. However, the role of job burnout in this context remains relatively unexplored. This study aimed to examine the mediator role of burnout in the relationship between EI and work performance in a multioccupational sample of 1197 Spanish professionals (58.6% women). The participants completed the Wong and Law Emotional Intelligence Scale, the Maslach Burnout Inventory, and the Individual Work Performance Questionnaire. As expected, the results demonstrated a positive relationship between EI and performance, and a negative relationship with burnout, which has a mediator effect in the relationship between EI and work performance. Professionals with high levels of IE and low burnout reported the highest performance. Multiple mediation analyses showed that employees’ EI was indirectly connected to work performance via professional efficacy and exhaustion, even when controlling the effects of sociodemographic variables. The same pattern was found when multiple mediations were conducted for each EI dimension. These findings demonstrate the importance of burnout in understanding work performance and emphasize the role of EI as a protective variable which can prevent the development or chronic progression of workers’ burnout.

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