员工情商对旅游服务质量的影响研究  

A Study of Staff EQ Impact on the Quality of Tourism Service

作　　者：张丹[1] 颜醒华[1] 

机构地区：[1]华侨大学旅游学院,福建泉州362021

出　　处：《乐山师范学院学报》2014年第4期70-75,共6页Journal of Leshan Normal University

摘　　要：文章在综述了前人文献基础上,研究了情商的内涵,系统结构及情商的功能。并通过对比旅游服务质量的衡量标准分析员工情商对服务质量的影响及作用。对应于情商的内涵结构,文章提出对于领导者应该明确定位,提高标准,培育情感驾驭能力,提高人格魅力,营造高情商氛围,培育坚强的意志力,企业文化的建设和团队精神培养;对于普通员工应该将情商培养纳入员工培训范畴,树立高情商企业文化,通过适当激励和授权提高员工的自我知觉和情绪管理能力,积极开展群体活动等提高员工的情商水平。Based on the previous research, this paper studies the connotation of emotional intelligence, the system structure and the function of emotional intelligence. By comparing the measure analysis of tourism service quality, it makes an analysis of employees’ emotional intelligence impact on the quality of tourism services. For staff leader, the connotation of EQ shoulud be： clearing positioning, improving standards, cultivating emotion control ability, improving the personality charm, creating a high EQ atmosphere, cultivating a strong will, and constructing enterprise culture and team spirit; for the general staffs, EQ training should be incorporated into the category of staff training, establishing a high EQ corporate culture, improving staff awareness and emotional management ability through appropriate motivation and empowerment, and actively carrying out the group activities to improve their emotional quotient level.

关 键 词：员工 情商 旅游服务质量 

分 类 号：F590[经济管理—旅游管理]