Study On The Influence Of Emotional Intelligence, Emotional Labor And Psychological Empowerment On Service Recovery Effect

Since the reform and opening up, China's service industry has obtained a rapid development, but it can not meet the economic and social development. The development of service industry is still the focus of economic work in the future in a long period. At present, At the national level, take a series of measures to vigorously promote the reform and development of the service sector. At the micro level, although service enterprises to "customer is God" for the purpose of the enterprise, but in the actual service operation, service failure is inevitable. After service failure, effective service recovery is the inevitable way to win customers, save and promote the enterprise image.Service recovery effect influence research has become a hot topic in service management research. Domestic and foreign scholars have studied the influence of various factors on the service recovery from various angles. Research on emotional intelligence, emotional labor and psychological empowerment also broke the barriers of psychology research, receives Attention from management circles, combined with management practice in vivid, the emergence of a large number of interdisciplinary studies. However, the current study has not included emotional intelligence, emotional labor and psychological empowerment in the research framework of service recovery. The current study has not analysis relationship between emotional intelligence, emotional labor and psychological empowerment. This paper take service employee's emotional intelligence, emotional labor and psychological empowerment as antecedent variables into unified analysis framework, to build up the theoretical framework of influence relationship about service employee's emotional intelligence, emotional labor, psychological empowerment and service recovery effect.On the basis of literature review and evaluation, this paper makes research on the model construction and the research hypothesis. The authors proposed 12 research hypotheses, include relations between antecedent variables, relations between antecedent variables and outcome variables, the relationship between outcome variable, and construct 3 sub models, on the basis of which, the whole research model is constructed, and put forward the mediating effect hypothesis. In order to better measure the behavior and intention of service employees and customers, the author developed the initial scale of service employees and the initial scale of customers, and the purification of the work was carried out, the author has formed the formal scale of service staff and the formal scale of customers. Subsequently, the author conducted a formal survey design, implementation, and put forward the investigation of quality assurance measures; makes a descriptive analysis of the data;reliability and validity of the 2 scales were tested, the reliability and validity of the 4 models were tested, and fitting degree of the 4 models were tested. At last, the research hypothesis test and the mediating effect were tested.The research results of this paper showed that:(1) service employees' emotional intelligence had significant positive effect on service employees' emotional labor and psychological empowerment, while service employees' psychological empowerment had positive influence to service employees' emotional labor, but was not significant. (2) Service employees' emotional intelligence, emotional labor, psychological empowerment has significantly positive effect on service recovery quality and customer satisfaction after service recovery. (3) Service recovery quality and customer satisfaction after service recovery have significant positive effect on customer loyalty after service recovery, and service recovery quality has significant positive effect on customer satisfaction after service recovery. (4) Service employees' emotional labor, service employees' psychological empowerment, service recovery quality, customer satisfaction after service recovery plays intermediary role in the final research model.This paper has 3 innovations. The frist, author included service employees' emotional intelligence, emotional labor, psychological empowerment into the study of service recovery effects, which realized the innovation of research perspective. Second, developed and corrected service employees' emotional intelligence scale, emotional labor scale and psychological empowerment scale, improving the pertinence of the measurement. Third, clarifed the relationship between the emotional intelligence, emotional labor and psychological empowerment; explored the relationship between service recovery quality, customer satisfaction after service recovery and customer loyalty after service recovery; and through the mediating effect test of the 9 intermediary path, confirmed the transfer path and mechanism between variables, which realized the innovation of research content.The research of this paper will have important management implications for service enterprises and service employees, which are mainly reflected in the following. Service enterprises should pay attention to emotional intelligence, emotional labor and psychological empowerment of employees. Service enterprises should focus on improving the quality of service recovery, and vigorously promote "customer satisfaction", and focus on improving customer loyalty. Service enterprises pay attention to the formation of service recovery customer loyalty series of intermediary variables, creating conditions to play the role of the intermediary variable. Service employees should enhance the awareness of emotional intelligence, emotional labor and psychological empowerment, improve service recovery to get a better career development opportunities.