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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Detalles Bibliográficos
Autores principales: Wei, Jiahua, Hou, Zhiping, Zhou, Xiaorui
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Frontiers Media S.A. 2021
Materias:
Psychology
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8639509/
https://www.ncbi.nlm.nih.gov/pubmed/34867616
http://dx.doi.org/10.3389/fpsyg.2021.735756

Internet

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8639509/
https://www.ncbi.nlm.nih.gov/pubmed/34867616
http://dx.doi.org/10.3389/fpsyg.2021.735756

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