International Journal of Research and Innovation in Social Science (IJRISS)
Emotional Intelligence of Frontline Employees and Customer Retention Mediated by Customer Satisfaction Across Telecommunication Organizations in Maldives
Published January 6, 2026 • Vol. 9, Issue 12, pp. 2500–2508Open Access
DOI: 10.47772/IJRISS.2025.91200190
Abstract
This review paper emphasized assessing the past literature on the relationship between emotional intelligence and customer retention and satisfaction. Several recent studies from 2019 to 2025 were reviewed to assess the role of emotional intelligence on customer satisfaction and retention. Particularly 23 papers were selected that appeared in Google Scholar which are relevant to telecommunication sector. The review of the past literature indicated that four components of emotional intelligence such as self-awareness, self-regulation, social awareness along with relationship management of frontline employees in the service sector play an important role in improving customer retention and satisfaction. Also, the past literature revealed that customer satisfaction plays a mediating role in harnessing the relationship between emotional intelligence and customer retention. This review paper has several practical and theoretical implications which were discussed in the last section of this paper.
Keywords: Emotional intelligence, Customer Satisfaction, Customer Retention, Telecommunication Sector
| Journal | International Journal of Research and Innovation in Social Science (IJRISS) |
|---|---|
| ISSN | 2454-6186 |
| Volume / Issue | Volume 9, Issue 12 |
| Pages | 2500–2508 |
| Publication date | January 6, 2026 |
| DOI | 10.47772/IJRISS.2025.91200190 |
| Publisher | RSIS International |
| License | Open Access |
How to cite this article
Abdulla Zubair Ahmed, & Zubair Hassan (2026). Emotional Intelligence of Frontline Employees and Customer Retention Mediated by Customer Satisfaction Across Telecommunication Organizations in Maldives. International Journal of Research and Innovation in Social Science (IJRISS), 9(12), 2500-2508. https://doi.org/10.47772/IJRISS.2025.91200190
BibTeX
@article{Abdulla2026,
title = {Emotional Intelligence of Frontline Employees and Customer Retention Mediated by Customer Satisfaction Across Telecommunication Organizations in Maldives},
author = {Abdulla Zubair Ahmed and Zubair Hassan},
journal = {International Journal of Research and Innovation in Social Science (IJRISS)},
volume = {9},
number = {12},
pages = {2500--2508},
year = {2026},
doi = {10.47772/IJRISS.2025.91200190},
publisher = {RSIS International}
}