TABLE 1.

Test for reliability and convergent validity.

Variables	Items	Normalized load factor	t-value	Cronbach’s α	CR	AVE
Emotional intelligence	1. I know my emotions very well	0.799	7.681
	2. I can quickly detect the customer’s emotion	0.743	4.021	0.867	0.930	0.627
	3. I can always motivate myself	0.726	4.952
	4. I have strong emotional self-control ability	0.903	9.723
	5. I know whether I am happy or not	0.731	3.765
	6. I have the perseverance to achieve the goal	0.823	4.235
	7. I think I am a capable person	0.784	6.386
	8. I can deal with crisis rationally	0.807	3.862
Surface behavior	9. I can show the right expression	0.812	2.996	0.847	0.881	0.650
	10. I will pretend to be in a good mood	0.796	2.231
	11. I can show the emotions that work needs	0.793	4.036
	12. I will hide my true feelings	0.824	3.765
Deep behavior	13. I think about consumers in my heart	0.849	4.034	0.828	0.889	0.667
	14. I can understand consumers in my heart	0.788	5.347
	15. I will serve customers sincerely	0.795	2.998
	16. My emotions are from the heart	0.834	6.708
Service recovery satisfaction	17. I am satisfied with the opportunity of service recovery	0.809	2.872	0.833	0.873	0.576
	18. I am satisfied with the service recovery	0.783	3.871
	19. Service recovery solves my problem	0.746	4.863
	20. Service recovery meets my psychological expectation	0.727	6.189
	21. I am satisfied with the staff’s performance	0.824	4.762
Customer loyalty	22. I will continue to purchase the OTA’s service	0.807	6.483	0.899	0.916	0.733
	23. I will recommend the OTA	0.872	4.782
	24. I will be a fan of the OTA	0.817	6.622
	25. I have increased my sense of belonging to the OTA	0.921	3.879

CR represents combined reliability.