Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience
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. Copyright 1991 by the University of Chicago.
To our knowledge, this item is not available for
download. To find whether it is available, there are three
1. Check below under "Related research" whether another version of this item is available online.
2. Check on the provider's web page whether it is in fact available.
3. Perform a search for a similarly titled item that would be available.
When requesting a correction, please mention this item's handle: RePEc:ucp:jconrs:v:18:y:1991:i:2:p:174-84. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Journals Division)
If references are entirely missing, you can add them using this form.