haku: @journal_id 58 / yhteensä: 815
viite: 343 / 815
| Tekijä: | Hui, M.K. Bateson, J.E.G. |
| Otsikko: | Perceived control and the effects of crowding and consumer choice on the service experience |
| Lehti: | Journal of Consumer Research
1991 : VOL. 18:2, p.174-184 |
| Asiasana: | CONSUMER BEHAVIOUR CONSUMER CHOICE |
| Kieli: | eng |
| Tiivistelmä: | The authors propose perceived control as a key variable in mediating the consumer's emotional and behavioral responses to the physical environment and the contact personnel that constitute the service encounter. Experimental results confirm this proposition in two contexts - consumer density and consumer choice - on the pleasantness of the service experience. |
SCIMA