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To assess the relationship between leadership style, intuition, and emotional intelligence (EI) measured by a general and a workplace specific measure of EI in female managers.

The study consisted of 176 female managers from several industries across Australia who completed a questionnaire battery consisting of the multifactor leadership questionnaire (MLQ), the cognitive style index (CSI), the trait meta‐mood scale (TMMS), and the workplace Swinburne University Emotional Intelligence Test (workplace SUEIT).

The results indicated that female managers displaying transformational leadership behaviours were more likely to display higher levels of EI and intuition than female managers displaying less transformational leadership behaviours. The workplace measure of EI was found to be the better predictor of transformational leadership behaviours than the general measure of EI, which was attributed to the workplace specific nature of the workplace SUEIT.

The implications of this research suggested the greater utility of workplace specific EI measures when concurrently assessing workplace outcomes. Research into leadership, EI and intuition may increase our understanding of effective leadership and could lead to the development of better tools for the selection, training and development of leaders.

This paper extends upon prior research that has identified a relationship between transformational leadership and EI, and also explores their relationship to the construct of intuition in female managers. It also addresses the important issue of the utility of two measures of EI in light of the workplace nature of the research.

In this closing chapter, we summarize the main themes identified by the chapter authors and draw out exciting new ideas for future research in the field of emotions in organizations.

We identify the main themes in the volume, and discuss how authors addressed each of them in their chapters.

We identified three key themes in this chapter: (1) the key role played by emotional intelligence, despite the ongoing controversy surrounding this construct; (2) the importance and lasting impact of Affective Events Theory; (3) the ongoing impact on the field of the concept of emotional labor.

The chapters in this volume deal with contemporary issues in the study emotion-related topics in the fields of organizational behavior and organization theory, and help to emphasize the contributions of the scholars working in this field.

This chapter proposes a methodology to determine tourism policies that are effective in addressing the challenges of tourism as an instrument for development. A three-step process is proposed, including the preparation of a Green Paper that defines the different actors in the tourism system, as well as their functions vis-à-vis policy options; a White Paper that determines strategic positioning and a roadmap for action based on the diagnosis and analysis of the destination; and a Tourism Policy Plan that delineates the different governance actions. The model is examined from the perspective of the use of tourism as an instrument for development, with a consideration of the destination’s human, social capital, and participative governance systems.

This paper seeks to explore the relationship between the emotional intelligence (EI) and transformational leadership practices of academic leaders in Taiwan and the USA. It aims to investigate whether cross‐cultural differences exist in academic leaders' EI, leadership practices, and the relationship between them.

The study employs a casual‐comparative approach to draw cross‐cultural comparisons. Convenience samples of 50 academic leaders in Taiwan and 50 in the USA were selected as two comparison sample groups. Two instruments were selected to measure emotional intelligence and leadership effectiveness.

Results of the correlational analyses indicate that Taiwanese participants' overall EI was found to be positively correlated in a statistically significant manner with all five areas of leadership practice. The US participants were found to have statistically significant positive relationships between overall emotional intelligence and all areas of leadership practice except Challenging the process, and Inspiring a shared vision. ANOVA results reveal that significant differences exist in distinct areas of EI and distinct areas of leadership practice as a function of cultural difference.

An important limitation of the present study is the probability of response bias resulting from self‐reported data.

The study has significance in three aspects. First, it investigates a less understood and explored issue: cross‐cultural differences in the relationship between emotional intelligence and leadership practices. Second, findings of the study make contributions to the body of research in a number of related disciplines, such as leadership effectiveness, emotional intelligence, cross‐cultural research on leadership, and cross‐cultural studies of emotional intelligence. Third, the results of the study bring significant insights into the field of cross‐cultural leadership development in the academic context.

This paper aims to undertake a simultaneous assessment of interdependence in the behaviours of front-line and back-office employees and their joint effect on customer-related organisational performance. It also tests for a moderating influence of the emotional intelligence of front-line salespeople and back-office employees.

The sample comprises 105 front-line sales employees and 77 back-office employees. The customer-related organisational performance data come from a UK business-to-business (B2B) electronics company. With these triadic data, this study uses partial least squares to estimate the measurement and structural models.

Salespeople’s customer orientation directly affects customer-related organisational performance; the relationship is moderated by salespeople’s emotional intelligence. The emotional intelligence of salespeople also directly affects the customer-directed citizenship behaviour of back-office employees. Furthermore, the emotional intelligence of back-office staff moderates the link between the emotional intelligence of salespeople and back-office staff citizenship behaviour. Back-office staff citizenship behaviour, in turn, affects customer-related organisational performance.

The emotions deployed by employees in interactions with customers clearly shape customers’ perceptions of service quality, as well as employee-level performance outcomes. However, prior literature lacks insights into the simultaneous effects of front-line and back-office employee behaviour, especially in B2B settings. This paper addresses these research gaps by investigating triadic relationships – among back-office employees, front-line employees and customer outcomes – in a B2B setting, where they are of particular managerial interest.

This chapter introduces a new theoretical framework for developing emotion-related abilities according to the emotional intelligence (EI) construct definition of Mayer, Salovey, and Caruso (2006). The awareness, reflection, and management (ARM) model has been devised and demonstrates a triadic cycle of emotional ARM relating to affect, cognition, and behavior. The ARM model constitutes an approach to nurture emotion-related abilities (ability EI) and responds to criticism raised by Zeidner, Matthews, and Roberts (2009). The ARM Theory was corroborated by both learning theory and schools of counselling (SOC). The potential to develop emotion-related abilities in emotional awareness, reflection and reasoning, coping and management is discussed.

The purpose of this study is to examine the effects of hospitality employees’ emotional intelligence (EI) on their stress-coping styles and job satisfaction.

The sample consisted of 366 food and beverage employees in the Korean hospitality industry. The validity and reliability of the respondents’ replies regarding EI, stress-coping styles and job satisfaction were tested through exploratory factor analysis, reliability analysis and confirmatory factor analysis. Once the measure was validated, a structural equation model was used to test the validity of the proposed model and hypotheses.

The results showed that the elements of EI (i.e. self-emotion appraisal [SEA], use of emotion [UOE], regulation of emotion [ROE] and others’ emotion appraisal [OEA]) had a significant, positive effect on the cognitive-appraisal coping style, whereas only SEA and UOE had a significant, positive effect on the problem-solving coping style. Meanwhile, SEA had a significant, negative effect on the emotion-focused coping style. In addition, employees’ problem-solving and cognitive-appraisal stress-coping styles showed a significant, positive effect on their job satisfaction. Employees’ UOE and ROE demonstrated a significant, positive effect on job satisfaction.

The generalizability and, therefore, implications are limited to the Korean hotels and family restaurants. Future research needs to closely examine models and variables which may become the causes of individual traits, relationship traits and leadership.

Strategies to cope with stress and job satisfaction used by family restaurant employees showed more sensitive effects of control than hotel employees did in the organic causal relationships between EI and strategies to cope with stress/job satisfaction. The results of this study, which indicate that hospitality companies can increase employees’ job satisfaction by enhancing their employees’ EI, suggest detailed and practical alternatives to human resource management, as employees with higher degrees of EI can bring positive outcomes to both organizations and employees. Hospitality employees’ EI is significant in terms of organizational performance.

Although the role of organisational characteristics in the change process has been extensively analysed and discussed in the literature, individual characteristics, which are equally crucial for the success of change, have been neglected. Therefore, the purpose of the present study is to add a different way of looking and working with organisational change by focusing on individuals’ emotions and personality traits. This paper explores how emotional intelligence and the “big five” dimensions of personality can facilitate organisational change at an individual level by exploring the relationship between these attributes and attitudes toward organisational change. The sample consisted of 137 professionals who completed self‐report inventories assessing emotional intelligence, personality traits and attitudes towards organisational change. The results confirmed that there is a relationship between personality traits and employees’ attitudes toward change. Similarly, the contribution of emotional intelligence to the attitudes to change was found to be significant, indicating the added value of using an emotional intelligence measure above and beyond the effect of personality. The practical implications of these findings are discussed in relation to the phases of a change project.