Emotional intelligence similarity in service recovery

Abstract

Service failure and recovery research has primarily explored employees' emotional intelligence but has largely overlooked customers' emotional intelligence. This study considers both employees' and customers' emotional intelligence by investigating the recovery effect of perceived emotional intelligence similarity. We test why and how perceived emotional intelligence similarity promotes customer forgiveness through experiments. Findings reveal the positive effect of perceived emotional intelligence similarity on customer forgiveness and the sequentially mediating effects of psychological distance and customer trust. Additionally, results indicate that interdependent self-construal and indulgence moderate the perceived emotional intelligence similarity effect. Findings enrich theories on emotional intelligence in the service failure and recovery field. Additionally, this research offers tourism companies suggestions on addressing service failures based on perceived emotional intelligence similarity.