Recovery behaviours in education: the role of innovativeness and emotional intelligence
Recovery behaviours in education: the role of innovativeness and emotional intelligence

Summary/Abstract: This paper offers an integrated approach to explore the roles of individual innovativeness and emotional intelligence in affecting service recovery in educational setting. Data were collected from 205 academicians working in different universities in Turkey by a self-administered questionnaire. Using a structural model of higher order influences the analyses supported a model in which the perceptions of emotional intelligence and individual innovativeness of academicians positively influenced their service recovery behaviours. The results were interpreted and suggestions were discussed for further studies. The study is the first research in the Turkey educational context that considers the service recovery behaviours of academicians and associates multifaceted concepts of emotional intelligence, individual innovativeness with service recovery behaviours.

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