Table 1. Manipulation check for the... | Emerald Publishing

Table 1.

Manipulation check for the employee’s displayed emotion during service recovery*

	Recall of employee’s displayed emotion					Correct attributions
Employee’s displayed emotion		Anger	Guilt	Happiness	No specific emotion	Total	(%)
Anger		112	3	3	1	119	94.1
Happiness		2	2	110	3	117	94.0
No specific emotion		6	7	1	107	121	88.4
Total		120	12	114	111	357

	Recall of employee’s displayed emotion					Correctattributions
Employee’s displayed emotion		Anger	Guilt	Happiness	No specificemotion	Total	(%)
Anger		112	3	3	1	119	94.1
Happiness		2	2	110	3	117	94.0
No specific emotion		6	7	1	107	121	88.4
Total		120	12	114	111	357

Note:

*Numbers in italic indicate correct attributions