Research on the Influence of Emotional Intelligence and Emotional Labor on the Service Recovery Effect of Online Travel Agency

At present, online travel agency (OTA) service failure events emerge continually, which makes the OTA service operation mode face new challenges. This study uses the situational experiment method to explore the effects of OTA employees’ emotional intelligence and emotional labor (surface behavior an...

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Autores principales:	Jiahua Wei, Zhiping Hou, Xiaorui Zhou
Formato:	article
Lenguaje:	EN
Publicado:	Frontiers Media S.A. 2021
Materias:	OTA service recovery emotional intelligence emotional labor customer loyalty Psychology BF1-990
Acceso en línea:	https://doaj.org/article/52208681d42d446fb18873c67d5a6d2e
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id	oai:doaj.org-article:52208681d42d446fb18873c67d5a6d2e
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spelling	oai:doaj.org-article:52208681d42d446fb18873c67d5a6d2e2021-11-19T04:31:07ZResearch on the Influence of Emotional Intelligence and Emotional Labor on the Service Recovery Effect of Online Travel Agency1664-107810.3389/fpsyg.2021.735756https://doaj.org/article/52208681d42d446fb18873c67d5a6d2e2021-11-01T00:00:00Zhttps://www.frontiersin.org/articles/10.3389/fpsyg.2021.735756/fullhttps://doaj.org/toc/1664-1078At present, online travel agency (OTA) service failure events emerge continually, which makes the OTA service operation mode face new challenges. This study uses the situational experiment method to explore the effects of OTA employees’ emotional intelligence and emotional labor (surface behavior and deep behavior) on the effect of service recovery. The results show that the emotional intelligence of OTA employees has a positive impact on the surface behavior and deep behavior; the emotional intelligence and deep behavior of employees have a significant positive impact on service recovery satisfaction, but the positive impact of employees’ surface behavior on service recovery satisfaction is not statistically significant; finally, service recovery satisfaction has a positive impact on customer loyalty. This study helps to better explain the mechanism of OTA service recovery effect and provides a theoretical reference for improving the service recovery effect of OTA.Jiahua WeiZhiping HouXiaorui ZhouFrontiers Media S.A.articleOTAservice recoveryemotional intelligenceemotional laborcustomer loyaltyPsychologyBF1-990ENFrontiers in Psychology, Vol 12 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	OTA service recovery emotional intelligence emotional labor customer loyalty Psychology BF1-990
spellingShingle	OTA service recovery emotional intelligence emotional labor customer loyalty Psychology BF1-990 Jiahua Wei Zhiping Hou Xiaorui Zhou Research on the Influence of Emotional Intelligence and Emotional Labor on the Service Recovery Effect of Online Travel Agency
description	At present, online travel agency (OTA) service failure events emerge continually, which makes the OTA service operation mode face new challenges. This study uses the situational experiment method to explore the effects of OTA employees’ emotional intelligence and emotional labor (surface behavior and deep behavior) on the effect of service recovery. The results show that the emotional intelligence of OTA employees has a positive impact on the surface behavior and deep behavior; the emotional intelligence and deep behavior of employees have a significant positive impact on service recovery satisfaction, but the positive impact of employees’ surface behavior on service recovery satisfaction is not statistically significant; finally, service recovery satisfaction has a positive impact on customer loyalty. This study helps to better explain the mechanism of OTA service recovery effect and provides a theoretical reference for improving the service recovery effect of OTA.
format	article
author	Jiahua Wei Zhiping Hou Xiaorui Zhou
author_facet	Jiahua Wei Zhiping Hou Xiaorui Zhou
author_sort	Jiahua Wei
title	Research on the Influence of Emotional Intelligence and Emotional Labor on the Service Recovery Effect of Online Travel Agency
title_short	Research on the Influence of Emotional Intelligence and Emotional Labor on the Service Recovery Effect of Online Travel Agency
title_full	Research on the Influence of Emotional Intelligence and Emotional Labor on the Service Recovery Effect of Online Travel Agency
title_fullStr	Research on the Influence of Emotional Intelligence and Emotional Labor on the Service Recovery Effect of Online Travel Agency
title_full_unstemmed	Research on the Influence of Emotional Intelligence and Emotional Labor on the Service Recovery Effect of Online Travel Agency
title_sort	research on the influence of emotional intelligence and emotional labor on the service recovery effect of online travel agency
publisher	Frontiers Media S.A.
publishDate	2021
url	https://doaj.org/article/52208681d42d446fb18873c67d5a6d2e
work_keys_str_mv	AT jiahuawei researchontheinfluenceofemotionalintelligenceandemotionallaborontheservicerecoveryeffectofonlinetravelagency AT zhipinghou researchontheinfluenceofemotionalintelligenceandemotionallaborontheservicerecoveryeffectofonlinetravelagency AT xiaoruizhou researchontheinfluenceofemotionalintelligenceandemotionallaborontheservicerecoveryeffectofonlinetravelagency
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Research on the Influence of Emotional Intelligence and Emotional Labor on the Service Recovery Effect of Online Travel Agency

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