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

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Yapeng Lin


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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