Purpose: This study aims to draw on the complexity theory and uses a non-an asymmetrical method – fuzzy-set qualitative comparative analysis (fsQCA) to test the core tenets of complexity theory, namely, asymmetry, equifinality and causal complexity and valence reversals or conjunction with a...

Purpose: This paper aims to discuss how emotional intelligence can be incorporated into the tourism sector to enhance tourist experience. Design/methodology/approach: The paper reviews and synthetises current research on emotional intelligence and tourism research. Findings: Emotional...

Purpose: This paper aims to discuss how emotional intelligence (EI) can be incorporated into the tourism sector to enhance the tourist experience through managing the service encounter between tourism service representatives and tourists. Design/methodology/approach: A review of the relevant...