The effects of emotional intelligence on service recovery and organizational loyalty: a case of flight attendants of South Korean airlines

被引：0
作者：
Jung-Hyun Lee
Min-su Kim
Aeeun Jeon
机构：
[1] Howon University,Department of Aerial Service
[2] Hanseo University,Department of Aviation Tourism
来源：
Service Business | 2013年 / 7卷
关键词：
Emotional intelligence; Service recovery; Organizational loyalty;
D O I：
暂无
中图分类号：
学科分类号：
摘要：
Due to the paucity of empirical studies conducted thus far regarding the effects of flight attendants’ emotional intelligence on service recovery and organizational loyalty, this study examined the relationships among those three constructs. The results of this study demonstrated that emotional intelligence exerted positive effects on service recovery and organizational loyalty, respectively. Namely, flight attendants with a high level of emotional intelligence outperform in service recovery, and tended to be more loyal to an organization. The positive relationship between organizational loyalty and service recovery was also significant. Finally, there was a mediating effect of organizational loyalty between emotional intelligence and service recovery.
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页码：665 / 686
页数：21
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