Jeremy Franz
9/13/15
BUS 211

1. Describe the three major emotional terms. How are they related and how do they differ? a. Affect is a generic term that covers a broad range of feeling people’s experience. Emotions are intense feelings directed at someone or something. Moods are less intense feelings than emotions that often arise without a specific event. Affect is a broad term that encompasses emotions and moods. Emotions is more likely cause by specific events and emotions are more brief than moods.

2. List the basic emotions along a continuum. What are the difficulties of using this continuum? b. Happiness, surprise, fear, sadness, anger, disgust. Emotion can be fleeting, but moods can endure. Moods can be last longer and be more durable.

3. Of the eight sources of emotions and moods identified in your text, which do you feel is the most critical and why? c. I would pick Sleep. Because if you don’t sleep then you cannot function at all. If you sleep then you can function very well.

4. What are the sources of stress and emotional labor for employees? d. Felt emotions and displayed emotions.

5. How valid do you consider the concept of emotional intelligence to be? Rationalize your answer. e. Self-awareness – knowing yours fell self-management – manage your emotions and impulse self-motivation- - can motivate yourself and endure empathy – sense and understand what others feel social skills – can handle the emotions of other

6. Consider the impact of emotions on customer service. What is the effect of emotions and moods on customer satisfaction, and how does the concept of emotional contagion enter into this? f. Activating positive emotional states and pleasant receptive moods amongst consumers also benefits marketers during after purchase