Emotional intelligence (EI) is the ability to recognize emotions, thereby guiding behavior and allowing emotional adjustment to environments. As services are produced and consumed simultaneously, the employee EI is vital. This book uses a skills-based approach to explain how emotional intelligence can be developed in tourism and hospitality.

Contributions by: Melissa A. Baker, Hakan Boz, Poh Theng (Beatrice) Loo, Mariangela Franch, Anna Irimiás, J.N. Patrick L’Espoir Decosta, Eric D. Olson, David Rivera Jr., Heejung Ro, Atila Yüksel