A customer walks into a clothing store and buys two pairs of pants. A week later, she visits a different location of the same retailer to return one of her purchases. That evening, she fills out a survey about her return experience, ultimately giving it a score of 9 out of 10.
What emotions does she experience throughout this process?
You could probably hazard a guess from the narrative alone. But to give an answer you’re confident in, you’d probably prefer to have more information. What was....