All Outputs (2)

Exploring the direct and indirect effects of emotional intelligence and frequency of customer contact on organisational citizenship behaviours among hotel employees in Mexico (2018)
Journal Article
Santos, A., Mustafa, M., & Cantu, A. A. (2018). Exploring the direct and indirect effects of emotional intelligence and frequency of customer contact on organisational citizenship behaviours among hotel employees in Mexico. International Journal of Work Organisation and Emotion, 9(3), 243–263. https://doi.org/10.1504/IJWOE.2018.094681

In the hotel industry, organisational effectiveness and service quality are highly dependent on front-of-house employees’ positive interactions with customers, and their willingness to engage in organisational citizenship behaviours (OCB). Various st... Read More about Exploring the direct and indirect effects of emotional intelligence and frequency of customer contact on organisational citizenship behaviours among hotel employees in Mexico.

Emotional intelligence and career decision-making difficulties: The mediating role of career decision self-efficacy (2018)
Journal Article
Santos, A., Wang, W., & Lewis, J. (2018). Emotional intelligence and career decision-making difficulties: The mediating role of career decision self-efficacy. Journal of Vocational Behavior, 107, 295-309. https://doi.org/10.1016/j.jvb.2018.05.008

Emotions and confidence are said to play an important role in the career decision-making process. The present study, comprising 472 students attending a large university in the United Kingdom, advances current thinking in this area in two ways. First... Read More about Emotional intelligence and career decision-making difficulties: The mediating role of career decision self-efficacy.