Emotional Mirroring and Service Recovery: Managerial and Financial Insights from Airlines in Kurdistan

This study investigates how emotional mirroring—the ability of service providers to reflect and respond empathetically to customers’ emotions—affects service recovery performance within the airline industry in the Kurdistan Region of Iraq. The research explores both managerial and financial implications, providing insights into how emotional attunement can strengthen recovery efforts after service failures. Using a quantitative approach with survey data from employees and managers of regional airlines, the study employs regression analysis to test the relationships among emotional mirroring, customer satisfaction, and recovery effectiveness. The results indicate that emotional mirroring significantly enhances service recovery outcomes and explains a substantial portion of the variance in customer satisfaction levels. Furthermore, the study identifies the managerial importance of integrating emotional intelligence training into employee development programs. Findings highlight that emotional mirroring is not only a psychological skill but also a strategic tool that supports organizational reputation and profitability. The study contributes to both theory and practice by emphasizing the critical role of emotional responsiveness in improving customer trust and post-failure loyalty.