TABLE 5.

Test results for mediating effects.

Mediating effect path	Indirect effect value	Standard error boot SE	Upper limit boot CI	Lower limit boot CI	Effect proportion
1. Emotional intelligence→Service recovery satisfaction→Customer loyalty	0.244	0.021	0.216	0.443	40.87%
2. Emotional intelligence→Surface behavior→Service recovery satisfaction →Customer loyalty	0.101	0.036	0.054	0.109	16.92%
3. Emotional intelligence→Deep behavior→Service recovery satisfaction→Customer loyalty	0.126	0.009	0.071	0.146	21.10%
4. Total mediating effect	0.471	0.021	0.359	0.601	78.89%
5. Total effect	0.597	0.013	0.420	0.793	100%