The emotional state that reflects the degree to which consumers and employees feel in control and able to act freely within the service environment is referred to as:

Question

Quizplus · Accepted Answer

The emotional state that reflects the degree of control and freedom to act within the service environment is referred to as dominance-submissiveness. This emotional state refers to how much influence an individual has in a particular situation. When individuals feel in control and able to act freely within a service environment, they tend to feel more dominant, whereas when they feel restricted and powerless, they tend to feel more submissive.

The Emotional State That Reflects the Degree to Which Consumers