Mr Yapeng Lin published his academic paper in the Journal of Psychology and Education. This journal is in Scopus database. The title of his paper is Research on the Influence of Service Employee Emotional Intelligence on Customer Satisfaction in the Context of Service Recovery. He is under the supervision of Dr Zhongwu Li.
The research on the factors affecting the effect of service recovery has become a hot research topic, but the relationship between the emotional intelligence of service employees and the effect of service recovery has not received widespread attention. The article uses a service employee-customer matching questionnaire survey method, and uses empirical research to explore the relationship between service employee emotional intelligence, emotional labor and customer satisfaction after service recovery.
Source: http://www.psychologyandeducation.net/pae/index.php/pae/article/view/1004
