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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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    1. Kenneth Law & Chi-Sum Wong & Guo-Hua Huang & Xiaoxuan Li, 2008. "The effects of emotional intelligence on job performance and life satisfaction for the research and development scientists in China," Asia Pacific Journal of Management, Springer, vol. 25(1), pages 51-69, January.
    2. Osman M. Karatepe & Georgiana Karadas, 2011. "The effect of management commitment to service quality on job embeddedness and performance outcomes," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 13(4), pages 614-636, July.
    3. 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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