... is explained by reduced embarrassment. Furthermore, the authors show that for emotionally intelligent individuals, credit application processing through humans will mitigate the impact of embarrassment, leading to higher customer satisfaction. Finally, the authors identify an individual’s relationship...

... experimental studies then test the hypothesis that shame and embarrassment mediate the effect of perceived harm to others on consumers’ responses to earned and unearned preferential treatment, respectively. Findings The present studies demonstrate that consumers naturally scan the environment and seek out...