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

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  • Jung-Hyun Lee
  • Min-su Kim
  • Aeeun Jeon

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

Suggested Citation

  • Jung-Hyun Lee & Min-su Kim & Aeeun Jeon, 2013. "The effects of emotional intelligence on service recovery and organizational loyalty: a case of flight attendants of South Korean airlines," Service Business, Springer;Pan-Pacific Business Association, vol. 7(4), pages 665-686, December.
    • Handle: RePEc:spr:svcbiz:v:7:y:2013:i:4:p:665-686
    DOI: 10.1007/s11628-012-0181-7
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    References listed on IDEAS

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    4. ,, 2004. "Problems And Solutions," Econometric Theory, Cambridge University Press, vol. 20(1), pages 223-229, February.
    5. Herbert A. Simon, 1991. "Organizations and Markets," Journal of Economic Perspectives, American Economic Association, vol. 5(2), pages 25-44, Spring.
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