SPIRITUAL INTELLIGENCE, EMOTIONAL LABOUR AND SERVICE RECOVERY IN HOTELS IN JOS NORTH LOCAL GOVERNMENT AREA OF PLATEAU STATE, NIGERIA

ABSTRACT

This study investigated the relationship between spiritual intelligence and service recovery in hotels in Jos, Plateau State through the mediating role of emotional labour. The motivation for the study was because of the low survival rates of hotels in the study area (an average of below ten years which has been ascribed to service failure and poor service recovery) Six research questions and six hypotheses guided the study. A sample of 316 respondents was determined using the Yamane formula from a population 1502 hotel staff in Jos, Plateau State. The sample size was drawn using the simple random sampling technique. Survey research design was adopted in the study and data was collected using three questionnaires namely: Spiritual intelligence Questionnaire (SIQ), Emotional Labour Scale (ELS) and Service Recovery Questionnaire (SRQ). The computed reliability coefficients for the instruments were as follows: spiritual intelligence questionnaire =0.89, Emotional Labour Scale (ELS) =0.84 and Service Recovery Questionnaire (SRQ) =0.89.  The data collected in the study was analysed using PLS SEM 4.  The findings of the study revealed that Emotional Labour have an explanatory role in the relationship between Spiritual Intelligence and Service Recovery. The results of the indirect relationship revealed H4a; (β = 0.048, t – stat value = 1.094 and p-value = 0.137) and H4b; (β = 0.025, t-stat = 2.142 and p-value = 0.011). The results show that only deep acting mediates the relationship between Spiritual Intelligence and Service Recovery. Based on the findings of the study, it was recommended that management of hotels should organize spiritual intelligence and service recovery workshop for their employees in order to reduce incidences of service failure and improve the rate of service recovery in the sector. Management of hotels should train their staff in use of emotional labour when attending to clients. This will help improve their customer retention base.