Journal of Retailing
Research shows that customers use their emotions as a source of information while forming evaluative judgment. ... H3(b). The power of the mediating effect of provider response evaluation will be stronger for anxiety than for anger. ... Participants were given written recall instructions designed to ensure they developed a clear representation of the emotional episode before detailing the focal components.
| Title | : | Journal of Retailing |
| Author | : | New York University. Institute of Retail Management |
| Publisher | : | - 2004 |
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