Research on the influence of service employee emotional intelligence on customer loyalty in the context of service recovery

Abstract

Developing the service industry remains the focus of China's economic work for a long time to come. At present, the nation is also taking a series of measures to vigorously promote the reform and development of the service industry. At the micro level, although the service enterprise regards "customer is God" for the purpose of the enterprise, the service failure is inevitable in the actual service operation. After the service failure, effective service remedy is the inevitable way for the enterprise to win back customers, and then recover and enhance the corporate image.

The influence research of service remedy effect has become a hot topic of the current service management research. Scholars at home and abroad have actively discussed the influence of various factors on the service remedial effect from various perspectives. The influence of emotional intelligence, surface emotional labor and deep emotional labor on the service remedy effect also breaks through the research category of psychology, which has attracted much attention from the management circle. Combined with vivid management practice, a large number of cross-sectional research results have emerged. However, the current study has not uniformly integrated emotional intelligence, surface emotional labor, and deep emotional labor into the service remedy effect research framework; nor has it systematically discussed the relationship between service remedy quality, customer satisfaction and customer loyalty after service remedy scenarios. This paper tries to introduce the three variables of service employees' emotional intelligence, surface emotional labor and deep emotional labor into a unified research and analysis their framework, and builds a theoretical framework for the impact on the service remedy effect starting from the emotional intelligence of service employees.

Based on the literature review and evaluation, this paper presents research model construction and 24 research hypotheses, proposing hypothetical relationships between six variables, including mediation effects and multi-step mediation effects. In terms of sample, in this paper, tourism in service industry was selected for sample survey. Based on service remedy cases, this paper collects 416 valid matching questionnaires of service employees and customers, and test the reliability validity and fit of the study model and finally test the study hypothesis and mediation effect. The results of this paper show that the emotional intelligence of service employees has a positive and significant impact on the deep emotional labor and a negative and significant impact on the surface emotional labor of service employees. The deep emotional labor of service employees has a positive and significant impact on service remedy quality and customer satisfaction after service remedy, and also plays an intermediary role between emotional intelligence and service remedy quality and customer satisfaction after service remedy. The quality of service remedy, and the multi-step intermediary proposed in this paper is significant.

The research in this paper will have important management implications for service enterprises and service employees, mainly reflected in: Service enterprises should hire high service employees of high Chinese level of emotional intelligence, deep emotional labor performance; Service enterprises should focus on service remedy quality, promote customer satisfaction project, and improve customer loyalty after service remedy; Service enterprises should focus on forming customer loyalty after service remedy , and create the preparation and transmission role; service employees should consciously improve their emotional and intelligence level, improve service remedy ability, and achieve better professional development.

Developing the service industry remains the focus of China's economic work for a long time to come. At present, the nation is also taking a series of measures to vigorously promote the reform and development of the service industry. At the micro level, although the service enterprise regards "customer is God" for the purpose of the enterprise, the service failure is inevitable in the actual service operation. After the service failure, effective service remedy is the inevitable way for the enterprise to win back customers, and then recover and enhance the corporate image.

The influence research of service remedy effect has become a hot topic of the current service management research. Scholars at home and abroad have actively discussed the influence of various factors on the service remedial effect from various perspectives. The influence of emotional intelligence, surface emotional labor and deep emotional labor on the service remedy effect also breaks through the research category of psychology, which has attracted much attention from the management circle. Combined with vivid management practice, a large number of cross-sectional research results have emerged. However, the current study has not uniformly integrated emotional intelligence, surface emotional labor, and deep emotional labor into the service remedy effect research framework; nor has it systematically discussed the relationship between service remedy quality, customer satisfaction and customer loyalty after service remedy scenarios. This paper tries to introduce the three variables of service employees' emotional intelligence, surface emotional labor and deep emotional labor into a unified research and analysis their framework, and builds a theoretical framework for the impact on the service remedy effect starting from the emotional intelligence of service employees.

Based on the literature review and evaluation, this paper presents research model construction and 24 research hypotheses, proposing hypothetical relationships between six variables, including mediation effects and multi-step mediation effects. In terms of sample, in this paper, tourism in service industry was selected for sample survey. Based on service remedy cases, this paper collects 416 valid matching questionnaires of service employees and customers, and test the reliability validity and fit of the study model and finally test the study hypothesis and mediation effect. The results of this paper show that the emotional intelligence of service employees has a positive and significant impact on the deep emotional labor and a negative and significant impact on the surface emotional labor of service employees. The deep emotional labor of service employees has a positive and significant impact on service remedy quality and customer satisfaction after service remedy, and also plays an intermediary role between emotional intelligence and service remedy quality and customer satisfaction after service remedy. The quality of service remedy, and the multi-step intermediary proposed in this paper is significant.

The research in this paper will have important management implications for service enterprises and service employees, mainly reflected in: Service enterprises should hire high service employees of high Chinese level of emotional intelligence, deep emotional labor performance; Service enterprises should focus on service remedy quality, promote customer satisfaction project, and improve customer loyalty after service remedy; Service enterprises should focus on forming customer loyalty after service remedy , and create the preparation and transmission role; service employees should consciously improve their emotional and intelligence level, improve service remedy ability, and achieve better professional development.