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Gestione delle emozioni per un servizio di qualità

Gestione delle emozioni per un servizio di qualità

Griselda García García / Paola Deniz González Márquez

65,61 €
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Editorial:
KS OmniScriptum Publishing
Año de edición:
2025
Materia
Psicología
ISBN:
9786208844271
65,61 €
IVA incluido
Disponible

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Sobre IBD

L’obiettivo di questa ricerca empirica era quello di rafforzare l’intelligenza emotiva dei dipendenti per migliorare la qualità, l’attenzione e il servizio al cliente nella caffetteria e nel ristorante Domuss. Lo studio è stato di tipo qualitativo, con un disegno narrativo e una popolazione di quattro partecipanti donne. Gli strumenti utilizzati sono stati il Tets TMMS-24 (Trait Meta-Mood) adattato da Fernández et al. (2004) e una tecnica di intervista semi-strutturata basata sulle cinque competenze emotive di Goleman. I risultati hanno mostrato che tre partecipanti sono stati collocati a un livello alto e uno a un livello molto alto in termini di intelligenza emotiva; in relazione agli stati emotivi nella dimensione della percezione, i partecipanti due e quattro hanno ottenuto livelli alti, mentre il partecipante tre ha ottenuto un livello appena all’interno della fascia media; nella comprensione, i partecipanti uno, tre e quattro sono stati collocati a un livello medio e il partecipante due ha ottenuto un livello basso. Inoltre, attraverso l’intervista semi-strutturata è stato identificato che i dipendenti esprimono la loro intelligenza emotiva nel servizio al cliente attraverso le abilità di empatia e ascolto attivo.

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