Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience
Dados Bibliográficos
| ID | 3004871 |
|---|---|
| Autores | Michael K Hui (0000-0001-9240-590X), John E G Bateson, John Bateson (0000-0002-3620-1387) |
| Ano | 1991 |
| Volume | 18 |
| Fascículo | 2 |
| Páginas | 174 |
| Data de publicação | 1991-09-01 |
| Peer Reviewed | Sim |
| Open Access | Não |
| Tipo | ARTICLE |
| Periódico | Journal of Consumer Research (JOURNAL) |
| Identificadores do periódico | ISSN: 0093-5301 • E-ISSN: 1537-5277 |
| Editora | Oxford University Press (OUP) (PUBLISHER) |
| DOI | 10.1086/209250 |
| OpenAlex | W2017207314 |
| Idioma | EN |
| Citações recebidas | 73 |
| Referências citadas | 19 |
Perceived control is proposed to be a crucial variable in mediating the consumer's emotional and behavioral responses to the physical environment and the contact personnel that constitute the service encounter. Results of an experimental test of this proposition confirm the importance of perceived control in mediating the effects of two situational features of the encounter—consumer density (the number of consumers that are present in a service setting) and consumer choice (whether it is a person's own decision to enter into, and stay in, a service situation)—on the pleasantness of the service experience and the consumer's approach-avoidance responses to the service encounter
Advertising · Business · Cognitive psychology · Consumer behaviour · Control (management) · Crowding · Service (business) · Service provider · Situational ethics · Test (biology) · Computer Science · Consumer Behavior in Brand Consumption and Identification · Consumer Retail Behavior Studies · Marketing · Psychology · Psychology of Social Influence · Social Psychology
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| Obras citantes distintas | 73 |
|---|---|
| Citações por ano | 2,15 |
| Intervalo de citações | 1992 - 2026 (35) |
| Velocidade de citação | current |
| Altamente citado | Não |
| Tipos de citação | Neutras: 70 |