EMPLOYEE PERFORMANCE IN THE HOTEL INDUSTRY: THE EFFECTS OF EMPLOYEE ENGAGEMENT, JOB SATISFACTION, AND EMOTIONAL INTELLIGENCE

Abstract

This study identified factors that influence hotel employee performance, such as employee engagement, job satisfaction, and emotional intelligence. Their interrelationships and interdependencies were examined through quantitative analysis. 
The study found that hotel employee engagement is an important factor that directly and indirectly increases individual job performance, and job satisfaction plays a mediating role. The results of the moderator analysis also showed that emotional intelligence increases the strength of the relationship between employee engagement and job satisfaction and changes its level of manifestation depending on the situation.