Journal of Retailing

Journal of Retailing

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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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