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

Question

Quizplus · Accepted Answer

The question is discussing a service environment that is inherently unpleasant, which means that increasing arousal levels would push customers into the 'distressed' region of Russell's Model of Affect. Therefore, the best choice is D, which reflects an unpleasant environment and increased arousal levels. Choices A, B, and C are not the best choices because they all reflect pleasant environments, which would not be applicable to this scenario. Choice E reflects an unpleasant environment, but the increase in excitement levels would still push customers into the 'pleased' region of the affect model, rather than the 'distressed' region that the question is discussing.

If a Service Environment Is Inherently ____________, One Should Avoid