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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:
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
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author Wei, Jiahua
Hou, Zhiping
Zhou, Xiaorui
author_facet Wei, Jiahua
Hou, Zhiping
Zhou, Xiaorui
author_sort Wei, Jiahua
collection PubMed
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.
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spelling pubmed-86395092021-12-04 Research on the Influence of Emotional Intelligence and Emotional Labor on the Service Recovery Effect of Online Travel Agency Wei, Jiahua Hou, Zhiping Zhou, Xiaorui Front Psychol Psychology 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. Frontiers Media S.A. 2021-11-19 /pmc/articles/PMC8639509/ /pubmed/34867616 http://dx.doi.org/10.3389/fpsyg.2021.735756 Text en Copyright © 2021 Wei, Hou and Zhou. https://creativecommons.org/licenses/by/4.0/This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) and the copyright owner(s) are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms.
spellingShingle Psychology
Wei, Jiahua
Hou, Zhiping
Zhou, Xiaorui
Research on the Influence of Emotional Intelligence and Emotional Labor on the Service Recovery Effect of Online Travel Agency
title 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_short 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
topic Psychology
url 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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