Discuss how internal response moderators influence the customers response to the services-cape.

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Discuss how internal response moderators influence the customer’s response to the services-cape.

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Services Marketing Concepts, Strategies, & Cases

ISBN: 978-1439039397

4th edition

Authors: Douglas Hoffman, john Bateson

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Question Posted: Aug 31, 2012 02:28 AM

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Discuss how internal response moderators influence the customers response to the services-cape.

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Internal response moderators include the emotional states of pleasuredispleasure arousalnonarousal and dominancesubmissiveness Customers will evaluate each service experience differently depending on their emotional state ...View the full answer

Services Marketing Concepts, Strategies, & Cases

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