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The influence of emotional intelligence and relationship quality on the service recovery effect of online platform ecosystem

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Abstract

The service operation modes under the network environment are undergoing some profound changes, and the service recovery effect of online platform ecosystem needs to be paid more attention. Based on the paired questionnaire survey, this paper discusses the impact mechanism of service recovery effect in the platform ecosystem from the perspective of emotional intelligence and relationship quality. The results show that the emotional intelligence of service employees has a positive impact on relationship quality between customers and service providers, and relationship quality between customers and online platforms. The relationship quality between customers and service providers has a positive impact on relationship quality between customers and online platforms, the relationship quality between customers and online platforms has a positive impact on the customer loyalty of online platform. This paper is helpful to deepen the understanding of the impact mechanism of the service recovery effect of the online platform ecosystem, improve the service recovery effect and promote the sound development of the online platforms’ business model.

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Authors and Affiliations

  1. Business School, Guilin University of Technology, Guilin, 541004, Guangxi, China

    Jiahua Wei, Xi Lin & Xiaorui Zhou

  2. Business School, Sichuan Normal University, Chengdu, 610101, Sichuan, China

    Yuguo Jiang

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  1. Jiahua Wei
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  2. Xi Lin
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Correspondence to Jiahua Wei.

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Wei, J., Lin, X., Jiang, Y. et al. The influence of emotional intelligence and relationship quality on the service recovery effect of online platform ecosystem. Curr Psychol 41, 7898–7910 (2022). https://doi.org/10.1007/s12144-020-01228-8

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