The Need For Control In The Service Sector

The Need For Control In The Service Sector

Factors that play important roles in influencing an individual consumers need to control in service situations were investigated. A test instrument was developed for two services and several core dimensions were found to be important, i.e., ones proficiency at the task, degree to which the task is c...

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Veröffentlicht in:Journal of applied business research 2011-09, Vol.10 (3), p.105
Hauptverfasser: O'Connor, Gina Colarelli, Siomkos, George J.
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Siomkos, George J.
description Factors that play important roles in influencing an individual consumers need to control in service situations were investigated. A test instrument was developed for two services and several core dimensions were found to be important, i.e., ones proficiency at the task, degree to which the task is convenient to accomplish, and importance to consumer. A refined questionnaire was developed which can be used to predict consumers willingness to relinquish control. Several managerial implications are then presented.
doi_str_mv 10.19030/jabr.v10i3.5930
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title The Need For Control In The Service Sector
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