Hospitality service employees’ coping styles: The role of emotional intelligence, two basic personality traits, and socio-demographic factors

This study examines the relationship between emotional intelligence (EI) and three coping strategies (task-, emotion-, and avoidance-oriented coping) using an adult, hospitality industry population specifically in hotel and restaurant work environments. The hierarchical regression indicates that EI is by far the most dominant predictor of task coping among all selected explanatory variables; EI does not have much influence on emotion coping after the entry of two basic personality traits (neuroticism and extraversion); and EI is significantly related to avoidance coping encompassing distraction and social diversion. In addition, this study reveals the role played by age and work experience in individual coping efforts and a high possibility of female workers as a task-oriented coper in hospitality work settings.

Research highlights▶ We examine the relationship between emotional intelligence (EI) and coping strategies in hotel and restaurant work environments. ▶ EI is the most dominant predictor of task coping; EI does not have much influence on emotion coping after the entry of two basic personality traits (neuroticism and extraversion); and EI is related to avoidance coping encompassing distraction and social diversion. ▶ We also find significant roles played by gender, age, and work experience in individual coping efforts.