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

Jung-Hyun Lee (), Min-su Kim () and Aeeun Jeon ()

Service Business, 2013, vol. 7, issue 4, 665-686

Abstract: 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. Copyright Springer-Verlag Berlin Heidelberg 2013

Keywords: Emotional intelligence; Service recovery; Organizational loyalty (search for similar items in EconPapers)
Date: 2013
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DOI: 10.1007/s11628-012-0181-7

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