The role of emotional intelligence of service providers in the travel process: With an emphasis on sustainable tourism and human spiritual needs (Case study: Tour service providers in Iran)
سال انتشار: 1401
نوع سند: مقاله ژورنالی
زبان: انگلیسی
مشاهده: 103
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شناسه ملی سند علمی:
JR_IJTS-5-2_004
تاریخ نمایه سازی: 20 تیر 1401
چکیده مقاله:
The present study tries to analyze the role of emotional intelligence of service providers in the trip process (before, during, and after) with a different view of sustainable tourism (from the perspective of tourist satisfaction) and emphasis on the human spiritual needs, to pave the way for further access tourist satisfaction and implementation of sustainable tourism. This is an applied exploratory research and has been done by content analysis and system thinking (to draw a conceptual model qualitatively and validated by experts). Data was collected through in-depth interviews with experts in sustainable tourism and spirituality. Experts were recruited through purposeful snowball sampling until data saturation and theoretical saturation. based on the findings, service providers' emotional intelligence plays an important role in improving the travel process by (A) helping the tourist in choosing the right travel package (before the trip), (B) creating a sense of calm, cheerfulness, and happiness in the tourist through responding to his spiritual needs (during the trip) and (C) impact positively in the mental evaluations and future decisions of tourist (after the trip). Based on systemic thinking, the results showed that paying attention to the tourists' spiritual needs through the employees' emotional intelligence is effective in achieving more sustainable tourism, so according to research findings and the widespread role of emotional intelligence in the travel process, training of service providers in the use of emotional intelligence is recommended to activists and planners in this industry
کلیدواژه ها:
نویسندگان
Mahnaz Doosti-Irani
PhD Candidate of Tourism, Department of Tourism Management, Faculty of Human Sciences, Science and Arts University, Yazd, Iran.
Nader Jafari Haftkhani
Assistant Professor, Management Faculty, ISU university, Tehran, Iran
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