Abstract
<jats:p>The article examines the theoretical and practical aspects of the impact of employees’ emotional intelligence on ensuring service quality in organizations operating in the service sector. The psychological characteristics of the “employee–customer” interaction are identified, and the significance of employees’ emotional competence in shaping a positive customer experience and increasing customer satisfaction is substantiated. Contemporary scientific approaches to the interpretation of emotional intelligence are analyzed, and the results of recent empirical studies in the fields of hospitality, e-commerce, healthcare, and customer support are summarized with regard to its influence on service quality, customer loyalty, and organizational reputation indicators. It is demonstrated that a high level of employees’ emotional intelligence positively correlates with the effectiveness of emotional labor, empathy, self-regulation, and constructive conflict resolution. The study substantiates that the development of emotional competence contributes to reducing professional burnout, stabilizing employees’ psycho-emotional state, and maintaining a consistently high level of service quality even under conditions of increased workload and service digitalization. The expediency of integrating the assessment and development of emotional intelligence into the personnel management system of enterprises is proven, particularly at the stages of recruitment, training, mentoring, and the formation of service culture. It is emphasized that the combination of technological innovations with the development of employees’ emotional competencies creates a synergistic effect and serves as a strategic resource for enhancing organizational competitiveness in the contemporary service environment.</jats:p>