Which of the following statements regarding the influence of emotions and moods on the consumer evaluation of services is true?
A) The consumer's evoked set of alternatives is larger with services than with goods
B) Positive moods and emotions lessen the likelihood of performance of behaviors that have positive expected outcomes
C) Mood and emotion bias evaluation of service encounters in "mood-congruent" directions
D) The mood of the customer has no influence on the way the impressions of a service are encoded, retained and retrieved by customers
E) The greater the human interaction in the service encounter, the less likely moods and emotions will influence the consumer's evaluation of the service

Question

Quizplus · Accepted Answer

Mood and emotion bias evaluation of service encounters in "mood-congruent" directions. This means that if a customer is in a positive mood, they are more likely to have positive evaluations of the service encounter, and vice versa. This is known as affective congruence.

Which of the Following Statements Regarding the Influence of Emotions