Conscious and Subconscious Evaluation of Service Recovery Situation
Contemporary research in the fields of the psychology and marketing studies are more and more focused on the role of emotions in the human behavior (Hogg and Vaughan, 2008). However, the traditional approaches to measure the emotions are susceptible to various distortion and may not fully reflect the real situation. Therefore many authors have been proposed the psychophysiological measures as a complementary solution. Current study investigated the relationship between the self- report measures and the facial muscle activity (EMG) during the human interaction situations where the race factor was taken under consideration. The results for self reports and EMG showed expected discrepancy.
KeywordsService Failure Conscious Evaluation Service Recovery Travel Agent Psychophysiological Measure
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