If a service environment is inherently ____________, one should avoid increasing ____________ levels, as this would move customers into the "distressed" region of Russell's model.
A)pleasant; arousal
B)pleasant; excitement
C)pleasant; relaxation
D)unpleasant; arousal
E)unpleasant; excitement

Question

Quizplus · Accepted Answer

In Russell's model of affect, increasing arousal levels in an unpleasant service environment can push customers into a state of distress, making it undesirable. This model suggests that in negative contexts, heightened arousal can exacerbate negative feelings.

If a Service Environment Is Inherently ____________, One Should Avoid