Embedding Islamic ethical principles in emotional Intelligence development for customer service: a Scopus AI–based review

Customer service, by its nature, is a role that requires understanding the principles and viewing challenges as opportunities. It involves knowing the facts, understanding the underlying emotional situations, and managing them appropriately. This is where Emotional Intelligence (EI) is applicable. The Islamic ethical standards serve as foundational instruments for cultivating EI. Comprehensive studies emphasize the importance of EI for improving customer happiness, trust, and loyalty. However, insufficient attention has been paid to the ethical underpinnings that shape emotionally intelligent conduct in service environments. Correspondingly, this study synthesizes the convergence of Islamic ethics, EI, and customer service with Scopus Artificial Intelligence (AI) analytics. The results indicate that Islamic ethical principles closely align with fundamental EI competencies, offering a normative framework that enhances ethical consistency, emotional control, and relational authenticity in customer service. Overall, this study enhances the literature by incorporating ethical and emotional aspects of service management and provides practical implications for training design.