Open AccessThe role of emotional service in the restaurant business
Author(s) -
Natalya Ofitserova
Publication year - 2022
Publication title -
vestnik universiteta
Language(s) - English
Resource type - Journals
eISSN - 2686-8415
pISSN - 1816-4277
DOI - 10.26425/1816-4277-2021-11-164-167
Subject(s) - emotional intelligence , emotional labor , emotional competence , psychology , competence (human resources) , cognition , service (business) , marketing , element (criminal law) , social psychology , business , political science , neuroscience , law
The article considers the restaurant business from the point of view of not only the entrepreneurial aspect, but also the service aspect, which is fundamental. The reasons why people visit restaurants have been revealed. In addition to physical need, restaurants are an element of cognition and a way of experiencing positive emotions. The importance of the restaurant business in shaping people’s positive emotional state has been formulated. Two forms of emotional labor of an employee and the influence of emotional states on work performance have been highlighted. The role of emotional intelligence and communicative competence in customer satisfaction with a restaurant visit has been determined. The importance of developing emotional intelligence has been concluded. Recommendations for its development has been formulated.