Emotional Intelligence in Ecotourism: A Conceptual Framework for Enhancing Customer Experience Through Leadership Competencies

Abstract Book of the 7th International Conference on Tourism Management and Hospitality

Year: 2026

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Emotional Intelligence in Ecotourism: A Conceptual Framework for Enhancing Customer Experience Through Leadership Competencies

Igor Vujačić

ABSTRACT:

Ecotourism serves as a vital driver for sustainable development in emerging destinations, yet the psychological and interpersonal dimensions of leadership within this sector remain largely underexplored. This paper proposes a conceptual framework linking emotional intelligence (EI) and advanced communication skills to the operational success and sustainability of ecotourism initiatives. Drawing upon established psychological models, the study examines how specific EI competencies, namely self-awareness, empathy, and relationship management, affect critical organizational outcomes, including superior customer experience quality, employee motivation, stakeholder trust, and conflict resolution in highly seasonal environments. The research agenda introduces a mixed-methods approach designed to capture insights from diverse sector actors, including eco-lodge owners, guides, and protected area managers. Expected findings suggest that developing leadership soft skills is essential for overcoming institutional fragmentation and bridging the communication gap between business objectives and local community needs. By shifting the focus from purely economic and infrastructural indicators to human capital, this framework offers actionable insights for modernizing leadership training and enhancing the competitive resilience of ecotourism in developing regional contexts.

Keywords: Customer Experience; Ecotourism; Emotional Intelligence; Leadership Competencies; Sustainable Tourism