Summary
Contents
Subject index
The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues. A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused ‘mini’ chapters. This variation enables the book to provide broader coverage through the inclusion of more topics.
Perceived Control and the Service Experience
Perceived Control and the Service Experience
The purpose of this chapter is to review the literature which suggests that perceived control is a crucial determinant of how individuals interpret the service encounter—their physical interaction with the service firm—to determine their emotional experience regarding the encounter. The first section of this chapter introduces the idea that the need for control over one's environment is a key driving force in human beings, and it shows how this idea has evolved from the work of White (1959), DeCharms (1968), and Brehm (1966). The second section points out that the inherent nature of the service encounter means that the customer must give up some control; the customer must obey the rules and ...
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