Emotional Intelligence as a Factor for Improvement in the Provision of Tourist Services in Zacatecas, Post COVID-19
Keywords:
Emotional intelligence, Attitude, Quality service, Post-COVID TourismAbstract
The objective of the research is to explore whether the implementation of emotional intelligence techniques increases the quality that tourist services offer in the City of Zacatecas, Post COVID-19. In the methodological contribution, the relevance of qualitative research is highlighted, demonstrating through interviews, focus groups, observation and thematic analysis the hypothesis: Emotional intelligence is decisive in raising the quality of tourist services in the city of Zacatecas. It is important to highlight emotional intelligence is developed through training as a strategy to increase the quality of tourist services, with this, the staff identififies that mastering their emotions helps them overcome adversity and at the same time they receive benefifit in its personal and professional life. As a result, the importance of training in soft skills for improving customer service attitude was identifified.
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Copyright (c) 2022 Amelia del Rocío Carrillo Flores, Celia Torres Muhech, Mariana Rubí Raigoza Castro
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