TABLE 1.

Mean scores of subjective emotions.

	Sincere		Instrumental
	M	SD	M	SD	t (42)	d
Guilt	4.50	0.61	2.38	0.88	9.17***	2.83
Remorse	4.60	0.50	2.67	1.09	7.30***	2.26
Responsibility	4.65	0.49	2.96	1.16	6.08***	1.18
Sadness	3.50	1.19	2.13	1.33	3.58**	1.11
Embarrassment	3.35	1.35	2.42	1.18	2.45*	0.76
Anger	2.00	0.97	3.38	0.88	4.93***	1.53
Antipathy	2.35	1.31	3.46	1.06	3.10**	0.96
The feeling of being injured by the customer	3.30	1.03	4.13	0.90	2.83**	0.88
Loneliness	2.30	1.30	1.63	0.92	2.01	0.62
Happiness	1.00	0.00	1.13	0.34	1.65	0.53
Impatience	4.70	0.47	4.46	0.51	1.62	0.50
Upset	4.45	0.69	4.54	0.51	0.51	0.15
Disgust	3.60	1.14	3.54	1.10	0.17	0.05
Surprise	3.50	1.24	3.83	1.09	0.95	0.29
Forgiveness for the customer	2.90	0.91	2.71	1.20	0.59	0.18
Forgiveness from customer	2.20	0.89	2.29	1.16	0.29	0.09

*p < 0.05, **p < 0.01, ***p < 0.001.