Emotional intelligence similarity in service recovery
Bibliographic Data
| ID | 11233183 |
|---|---|
| Authors | Xing’an Xu (0000-0001-8780-3233, Hainan University), Xing'an Xu, Juan Liu (0009-0009-0692-8882, Hainan University, corresponding author), Dogan Gursoy (0000-0002-3602-9433, University of Johannesburg) |
| Year | 2022 |
| Volume | 96 |
| Pages | 103465 |
| Publication date | 2022-09-01 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Annals of Tourism Research (JOURNAL) |
| Journal identifiers | ISSN: 0160-7383 • E-ISSN: 1873-7722 |
| Publisher | Elsevier BV (PUBLISHER) |
| DOI | 10.1016/j.annals.2022.103465 |
| OpenAlex | W4294367142 |
| Language | EN |
| Citations received | 10 |
| References cited | 72 |
Burnout · Business · Customer service · Emotional contagion · Emotional exhaustion · Emotional intelligence · Forgiveness · Service (business · Service quality · Service Recovery · Similarity (geometry · Clinical Psychology · Computer Science · Customer Service Quality and Loyalty · Emotional Intelligence and Performance · Job Satisfaction and Organizational Behavior · Psychology · Social Psychology · Artificial Intelligence · Marketing
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How does the cuteness of persuasive communication about sustainable tourism shape tourists’ environmentally responsible behavioral intentions
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A comprehensive meta-analysis of the relationship between Emotional Intelligence and health
The Measurement of Independent and Interdependent Self-Construals
When to use and how to report the results of PLS-SEM
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Artificial intelligence service recovery
The evolution of Hofstede's doctrine
Emotional Intelligence in Tourism and Hospitality
Perceived, not actual, similarity predicts initial attraction in a live romantic context
A review of experiments in tourism and hospitality
Effects of online service failure on customers' intentions to complain online
Does a cute artificial intelligence assistant soften the blow? The impact of cuteness on customer tolerance of assistant service failure
Culture and the self
Adolescents' theories about the development of their relationships with parents
Dimensionalizing Cultures
The Influence of Incidental Similarity on Observers' Causal Attributions and Reactions to a Service Failure
Service with Emoticons
Language and Consumer Dishonesty
Birds of a Feather Feel Together
Self-Affirmation through the Choice of Highly Aesthetic Products
Effects of Temporal and Social Distance on Consumer Evaluations
Emotion Work, Feeling Rules, and Social Structure
| Citations per year | 3.33 |
|---|---|
| Citation span | 2023 - 2026 (4) |
| Highly cited | No |