A consumer's emotional state or mood can:
A) Affect his or her willingness to participate in behaviors that help service encounters succeed
B) Bias the way consumers evaluate service encounters
C) Affect how consumers encode memories of a service encounter
D) Make a potentially positive service encounter fail to produce the desired results
E) Do all of the above

Question

Quizplus · Accepted Answer

A consumer's emotional state or mood can affect their willingness to participate in behaviors that help service encounters succeed, bias the way they evaluate service encounters, affect how they encode memories of a service encounter, and make a potentially positive service encounter fail to produce the desired results. Therefore, all of the above choices are correct.

A Consumer's Emotional State or Mood Can