Title: Integration of emotional intelligence with machine intelligence to enhance internal service performance in the service industry

Authors: Emily Maria K. Jose; Bijay Prasad Kushwaha; Bhagwati Prasad Chaudhary; Vibhuti Narayan Singh

Addresses: Xavier Institute of Management and Entrepreneurship, Bengaluru, India ' VIT Business School, Vellore Institute of Technology, Vellore, Tamil Nadu, India ' Lumbini Banijya Campus, Tribhuvan University, Butwal, Kathmandu, Nepal ' PSIT College of Higher Education, Kanpur, Uttar Pradesh, India

Abstract: This research delves into examining the implications of artificial intelligence on emotional intelligence and internal service performance within the service industry of India. The focus of the study centres on the effects of service sector competencies and artificial intelligence on human emotions. Further elucidation is provided on how organisations can leverage these attributes to enhance service delivery. Data collection was carried out among service sector staff through purposive sampling methodology, utilising a standardised questionnaire with 265 participants. Findings reveal a significant impact of emotional intelligence on internal service performance, while artificial intelligence offers real-time user experiences and feedback. Moreover, emotional intelligence-equipped machines exhibit potential for diverse applications like education, healthcare and customer service. Through the utilisation of these dimensions of artificial intelligence, the service sector stands to fortify customer relations, elevate satisfaction levels and bolster operational efficiency.

Keywords: artificial intelligence; decision making; emotions; human intelligence; machine learning; performance.

DOI: 10.1504/IJAMS.2026.151289

International Journal of Applied Management Science, 2026 Vol.18 No.1, pp.111 - 135

Received: 14 May 2024
Accepted: 11 Oct 2024
Published online: 22 Jan 2026 *

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