Final answer:
True statement: Emotion is a subjective, intense affective state in response to an experience, while mood is a prolonged, less intense state not directly tied to an immediate event. Emotions involve conscious experience, physiological response, and cognitive appraisal, whereas moods tend to last longer without specific intentionality.
Step-by-step explanation:
The statement about emotion and mood as elements of service experiences that is true is that emotion refers to a subjective, affective state that is relatively intense and occurs in response to something we experience, while mood indicates a more prolonged, less intense affective state that does not occur in direct response to an experience. Emotions are closely tied with physiological arousal, psychological appraisal, and subjective experiences, whereas moods do not carry the same intensity or intentionality as emotions and can last for an extended period of time. The understanding of emotions and moods is important in identifying how they affect service experiences and outcomes.
Emotions can influence how a person interacts with and perceives service quality. It encompasses a combination of factors such as expression, cognitive appraisal, and physiological responses. On the other hand, mood can subtly colour the entire service experience over time, much like background music can alter the perception of a scene in films or television. Emotions are quick and often conscious reactions to stimuli, while moods linger, influencing our state of being in a more generalized way without being tied to a specific event.