Lost luggage: A field study of emotion-antecedent appraisal

Abstract

One hundred twelve airline passengers reporting their luggage lost to the baggage retrieval service in a major international airport were interviewed after their interaction with an airline agent. Participants were asked to rate their emotional state before and after the interaction with the agent and to provide information on how they had appraised the situation. The data are interpreted with respect to (1) type and intensity of the emotions felt in this situation, (2) appraisal theory predictions of emotion elicitation and differentiation, and (3) emotional change in the course of the interaction following reappraisal of the situation.