The Impact of EI and EL on Hospitality Graduates' Wellbeing

This dissertation investigates the relationship between Emotional Intelligence (EI), Emotional Labour (EL), and Emotional Exhaustion in the Hospitality Industry, focusing on the experiences of new graduates. The research aims to understand how EI and EL strategies, such as Surface Acting and Deep Acting, influence emotional well-being and contribute to Turnover Intention. The study examines the impact of work stress, demanding customer interactions, and the industry's high-pressure environment on employee burnout. Through a quantitative methodology, involving questionnaires and data analysis, the dissertation explores how emotional exhaustion acts as a critical trigger for turnover among hospitality graduates. The findings highlight the importance of managing emotions and the implications of emotional performance for both individual employees and the overall success of the hospitality sector. The research also addresses the significance of providing quality services and the role of emotional aspects in workforce development and retention. The study includes a review of relevant literature, detailed methodology, results, discussion, and conclusions, with limitations and recommendations for future research.