Use the Following to Answer Questions

question 138

Multiple Choice

Use the following to answer questions
Scenario I
Scenario I is based on fabricated data inspired by the following study:
Hennig-Thurau, T., Groth, M., Paul, M. & Gremler, D. D. (2006) . Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70, 58-73.
Do Smiling Employees Improve Customer Satisfaction?
In this 2 × 2 between-subjects design, Hennig-Thurau and colleagues examined the effect of employee emotions and authenticity of the emotion on customer relations. A total of 223 undergraduate volunteers participated in this study. The participants were told they would be testing a new movie consulting service. The movie consulting service was created by the experimenters, and actors were hired to act as customer service representatives. Each participant approached the service desk where the actor asked them a number of questions Figure 1. Customers rate their experience more favorably when employees are smiling.
-(Scenario I) Which of the following hypothesis did the results of the study described in Scenario I support?

• A) There is a main effect for emotion, but no main effect for authenticity or interaction between emotion and authenticity on customer satisfaction.
• B) There is a main effect for emotion and a main effect for authenticity, but not an interaction between emotion and authenticity on customer satisfaction.
• C) There is a main effect for emotion, a main effect for interaction and an interaction between emotion and authenticity on customer satisfaction.
• D) There is no effect for emotion, authenticity, or emotion × authenticity interaction on customer satisfaction.

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