Research on the Influence of Service Employee Emotional Intelligence on Customer Satisfaction in the Context of Service Recovery

Yapeng Lin

doi:10.17762/pae.v57i8.1004

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Published: Jan 30, 2021

DOI: https://doi.org/10.17762/pae.v57i8.1004

Yapeng Lin

Abstract

The research on the factors affecting the effect of service recovery has become a hot research topic, but the relationship between the emotional intelligence of service employees and the effect of service recovery has not received widespread attention. The article uses a service employee-customer matching questionnaire survey method, and uses empirical research to explore the relationship between service employee emotional intelligence, emotional labor and customer satisfaction after service recovery.

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Vol. 57 No. 8 (2020): Volume 57 No 8 (2020)

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