| Document Type
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BL
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| Record Number
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856209
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| Title & Author
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Emotional intelligence in tourism and hospitality /\ edited by Erdogan Koc.
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| Publication Statement
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Wallingford, Oxfordshire, UK ;Boston, MA :: CABI,, 2019.
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| Page. NO
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1 online resource
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| ISBN
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178639832X
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: 1786398338
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: 9781786398321
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: 9781786398338
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1786398311
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9781786398314
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| Bibliographies/Indexes
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Includes bibliographical references and index.
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| Contents
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Introduction to emotional intelligence in tourism and hospitality -- Emotions and developing emotional intelligence in tourism and hospitality businesses -- Measuring emotional intelligence in tourism and hospitality -- Emotional intelligence and service encounters -- Development of personal expertise in tourism and hospitality professions : cognitive knowledge, personality and learning style -- Emotional intelligence, personality, gender and culture relationship in tourism and hospitality -- Developing intercultural sensitivity as an emotional ability -- Service quality and emotional intelligence -- Service failures, recovery and emotional intelligence -- Mystery of spiritual intelligence : predictions, prophesies and possibilities.
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| Abstract
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The contributors to this book explain the influence of emotional intelligence on various aspects of service encounters in tourism and hospitality and how emotional intelligence as an important ability of employees in tourism and hospitality can be developed. The book has 10 chapters with plenty of student support materials including real-life examples, case studies, links to websites, activities and discussion questions, recent research findings from top-tier journals and presentation slides for in-class use by academics and trainers.
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| Subject
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Emotional intelligence.
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| Subject
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Hospitality industry-- Employees-- Training of.
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| Subject
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Hospitality industry-- Psychological aspects.
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Tourism-- Employees-- Training of.
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Tourism-- Psychological aspects.
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| Subject
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Cognitive development.
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| Subject
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Customer relations.
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| Subject
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Emotional intelligence.
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| Subject
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Emotions.
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Hospitality industry-- Employees-- Training of.
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Hospitality industry.
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Mental ability.
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| Subject
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Personnel.
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| Subject
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Tourism-- Employees-- Training of.
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| Subject
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Tourism-- Psychological aspects.
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| Subject
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Tourist industry.
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| Dewey Classification
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910/.019
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| LC Classification
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G155.A1E46 2019
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| Added Entry
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Koc, Erdogan
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