An assessment of Emotion-based Communication in Hoteling Sector

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Imani Mohammad Hosein; SHAFIEE MOHAMMAD ALI; MARJANI TAIMOOR

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Journal: JOURNAL OF TOURISM PLANNING AND DEVELOPMENT Year:2019 | Volume:8 | Issue:28 Page(s): 138-155

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Information Journal Paper

Title

An assessment of Emotion-based Communication in Hoteling Sector

Author(s)

Imani Mohammad Hosein | SHAFIEE MOHAMMAD ALI | MARJANI TAIMOOR | Issue Writer Certificate

Keywords

hotelingQ2

prioritizing empathic skillsQ1

TOPSISQ1

Abstract

The main goal of the present research is to measure cultural empathic skills of front-line employees of five 4 and 5 star hotels from Parsian hotel group. This will identify weaknesses and strengths of such skills and consequently, will pave the way for formulating appropriate strategies so as to improve the weak points. Data were gathered using self-reported questionnaires based on Ethnocultrual Empathic Scale (Wang et al., 2003). The primary findings indicate that the minimum averaged score of this scale’ s items (4. 11) was well above the middle score of a seven-point Likert scale used in the questionnaire (3. 5). So, it could be argued that the ethnocultural empathic skills/inclinations of this hotel group’ employees are not poor. Methodologically, the discrepancy between the current research and other research related to Wang et al. ’ s scale or other empathic scale lies in the fact that the former takes into account prioritization of various dimensions of empathy scale applying one of the multiple criteria decision making methods. This was done considering empathic skills and inclinations of the samples and an entropy-based TOPSIS to analyze the data. The final results show that the subjects are strong in empathic perspective taking, empathic feeling and expression, acceptance of cultural differences, and empathic awareness, respectively. This draws the attention of this hotel group’ s managers to empower their front-line employees with two dimensions of acceptance of cultural differences and empathic awareness.

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APA: Copy

Imani, Mohammad Hosein, SHAFIEE, MOHAMMAD ALI, & MARJANI, TAIMOOR. (2019). An assessment of Emotion-based Communication in Hoteling Sector. JOURNAL OF TOURISM PLANNING AND DEVELOPMENT, 8(28 ), 138-155. SID. https://sid.ir/paper/374650/en

Vancouver: Copy

Imani Mohammad Hosein, SHAFIEE MOHAMMAD ALI, MARJANI TAIMOOR. An assessment of Emotion-based Communication in Hoteling Sector. JOURNAL OF TOURISM PLANNING AND DEVELOPMENT[Internet]. 2019;8(28 ):138-155. Available from: https://sid.ir/paper/374650/en

IEEE: Copy

Mohammad Hosein Imani, MOHAMMAD ALI SHAFIEE, and TAIMOOR MARJANI, “An assessment of Emotion-based Communication in Hoteling Sector,” JOURNAL OF TOURISM PLANNING AND DEVELOPMENT, vol. 8, no. 28 , pp. 138–155, 2019, [Online]. Available: https://sid.ir/paper/374650/en

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