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Zarządzanie emocjami na rzecz jakości usług

Zarządzanie emocjami na rzecz jakości usług

Griselda García García / Paola Deniz González Márquez

65,55 €
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Editorial:
KS OmniScriptum Publishing
Año de edición:
2025
Materia
Psicología
ISBN:
9786208844288
65,55 €
IVA incluido
Disponible

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Sobre IBD

Celem tego badania empirycznego było wzmocnienie inteligencji emocjonalnej pracowników w celu poprawy jakości, uwagi i obsługi klienta w kawiarni i restauracji Domuss. Badanie miało charakter jakościowy z narracyjnym projektem i populacją czterech uczestniczek. Zastosowanymi narzędziami były Tets TMMS-24 (Trait Meta-Mood) zaadaptowany przez Fernándeza i in. (2004) oraz częściowo ustrukturyzowana technika wywiadu oparta na pięciu umiejętnościach emocjonalnych Golemana. Wyniki wykazały, że trzech uczestników znalazło się na wysokim poziomie, a jeden na bardzo wysokim poziomie pod względem inteligencji emocjonalnej, w odniesieniu do stanów emocjonalnych w wymiarze percepcji, uczestnicy dwaj i czterej uzyskali wysokie poziomy, a uczestnik trzeci uzyskał poziom tylko w średnim zakresie; w zrozumieniu uczestnicy jeden, trzy i cztery znaleźli się na średnim poziomie, a uczestnik drugi uzyskał niski poziom. Ponadto, dzięki częściowo ustrukturyzowanemu wywiadowi stwierdzono, że pracownicy wyrażają swoją inteligencję emocjonalną w obsłudze klienta poprzez umiejętności empatii i aktywnego słuchania.

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