The purpose of this study is to examine to what extent the communication competence and emotional intelligence of service providers affect the service recovery effort following unexpected customer complains, which can occur to the employees of service companies while performing their job. For this purpose, the study was conducted based on a total of 250 effective samples from a survey carried out for the services providers from the cabin crews of two large domestic airlines and five super deluxe hotels in Seoul. The investigation of causality among the sub-factors of the constructs, including emotional intelligence, communication competence, and service recovery effort, shows that emotional intelligence has a positive effect on communication competence and service recovery effort. In addition, communication competence has a positive relationship with service recovery effort. The findings demonstrate the necessity of training programs to develop and manage the emotional intelligence of the employees at the management level, and provides practical implication to improve service quality of service companies, including the effort at the personal level.