The Connection between Innovation & Emotional intelligence to Loyalty

As competition increases both locally and globally more and more organizations face the need to preserve their clientele while minimizing preservation and marketing costs. Through an empirical analysis of customers of a logistics service provider in Israel it is argued that service providers can intelligibly influence customers' impression and emotional experience they got through the service providing interaction. Moreover if this impression is positive then customers perceive an added value in the service interaction and tend to develop a long lasting commitment to the organization which develops into loyalty. In general this rational was validated by the research.