Award Date

5-1-2015

Degree Type

Professional Paper

Degree Name

Master of Science in Hotel Administration

Department

Hotel Administration

First Committee Member

Bo Bernhard

Abstract

Current literature on social intelligence was reviewed and analyzed and most was focused on the general understanding of social intelligence and methods of measurement. There is little literature that connects social intelligence to the business world and none that focuses on the hospitality industry. It is important to fill the gap in research because social intelligence could have a significant impact on service quality, which in turn affects revenues. The current literature provides a good foundation, but more research is needed in the hospitality industry to determine the impact social intelligence actually has on service quality. Experimentation utilizing several measurement techniques from the literature could help add to the research and bridge the gap between social intelligence and service quality in the hospitality industry.

Keywords

Customer services--Quality control; Hospitality industry--Customer services; Social intelligence

Disciplines

Hospitality Administration and Management | Personality and Social Contexts | Social Psychology | Training and Development