Inteligencia emocional y desempeño en ventas en personal hotelero: estudio de caso en Loja, Ecuador
Emotional intelligence and sales performance in hotel staff: a case study in Loja, EcuadorContenido principal del artículo
Este estudio tuvo como objetivo analizar el perfil de la inteligencia emocional (IE) percibida y las conductas relacionales del personal en un hotel en Loja, Ecuador, y su posible relación con el desempeño en ventas. El estudio se basó en un diseño descriptivo-exploratorio de corte transversal, con una muestra de 11 empleados. Se emplearon la escala TMMS-24 para la IE y un cuestionario ad hoc para las conductas relacionales. Los resultados revelaron un perfil de IE caracterizado por una atención emocional alta, una claridad emocional moderada y una reparación emocional alta. Si bien el personal se orienta a las emociones del cliente, se observó una baja introspección sobre el propio estado de ánimo y una dificultad para controlar las emociones durante las interacciones. Debido al pequeño tamaño de la muestra, no se encontraron asociaciones estadísticamente significativas entre la IE y el desempeño en ventas.
This study aimed to analyze the perceived emotional intelligence (EI) profile and relational behaviors of staff at a hotel in Loja, Ecuador, and their potential relationship with sales performance. The study was based on a descriptive-exploratory, cross-sectional design, with a sample of 11 employees. The TMMS-24 scale was used for EI and an ad hoc questionnaire for relational behaviors. The results revealed an EI profile characterized by high emotional attention, moderate emotional clarity, and high emotional repair. While the staff is oriented towards customer emotions, low introspection about their own mood and a difficulty controlling emotions during interactions were observed. Due to the small sample size, no statistically significant associations were found between EI and sales performance.
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