The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.
Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience
Abstract
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.
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Metadata
- Authors
- Hui, M. K., & Bateson, J. E. G.
- Venue
- Journal of Consumer Research
- Publisher
- Oxford University Press (OUP)
- Published
- 1991-09
- Volume
- 18
- Issue
- 2
- Pages
- 174
- ISSN
- 0093-5301 (ISSN-L)
- 1537-5277
- OpenAlex
- W2017207314
- Cited by
- 1,225
- References
- 4
- FWCI
- 8.67
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
