Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

CONCLUSION AND IMPLICATIONS 
The results of the study provide useful information for practical application. Significant differences exist 
between the hospitality students from eastern and western cultural backgrounds. In conjunction with previous 
research this may indicate a generalizabilty to cultural behavior as a whole. The results indicate that people from 
different backgrounds perceive, behave, and respond to situations differently. Since EI is important in any 
workplace, it is important that people become more socially and emotionally competent. This study provides insight 
into areas that educators and trainers might emphasize in effort to improve EI levels of students, employees and 
managers from both eastern and western cultures. In addition, it can provide valuable information in terms of how 
best to serve guests from different cultures based on their beliefs and values. Hospitality is a global industry and this 
knowledge could be instrumental in the success of companies who choose to expand into global markets.
The nature of service sector has a high element of human contact with the customer, and indeed the 
provider of that service becomes “part of the product itself” (Langhorn, 2004). The hospitality industry especially 
involves activities dealing with internal and external customers from different cultural backgrounds. The recognition 
and understanding of EI traits based on cultural plays a vital role in assisting employees and managers for success in 
their hospitality career. With an understanding of the affect of cultural differences on EI, leaders are more able to 
provide better training, education and communication to their employees from different cultures. As a result, the 
hospitality industry could increase their service quality which would in turn increase customer satisfaction and 
customer loyalty. 
REFERENCES 
Anonymous (n.d.). Geert Hofstede cultural dimensions. Http://www.clearlycultural.com/geert-hofstede-cultural-
dimensions/long-term-orientation/ [Accessed the 3
rd
March 2007, 13:15] 
Ashkanasky, N.M., Hartel, C.E.J. and Daus, C.S. (2002). Diversity and emotion: The new frontiers in organizational 
behavior research. 
Journal of Management, 
28(3): 307-338. 
Bar-On, R. (1997). 
Bar-on emotional quotient inventory: A measure of emotional intelligence.
Toronto: Multi-
Health Systems.
Carmeli, A. (2003). The relationship between emotional intelligence and work attitudes, behavior and outcomes. 
Journal of Managerial Psychology,
18(8): 788-813.
Cooper, R.K. (1997). Applying emotional intelligence in the workplace. 
Training &
Development
, 51(2): 31-38. 

---