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Perceived Control and Consumer Attribution for the Service Encounter
Author(s) -
Hui Michael K.,
Toffoli Roy
Publication year - 2002
Publication title -
journal of applied social psychology
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.822
H-Index - 111
eISSN - 1559-1816
pISSN - 0021-9029
DOI - 10.1111/j.1559-1816.2002.tb00261.x
Subject(s) - attribution , antecedent (behavioral psychology) , psychology , social psychology , perceived control , control (management) , service (business) , consumer behaviour , marketing , business , management , economics
This study investigates the relationship between perceived (un)control and consumer attributions following a service encounter. In addition to looking at the effects of consumer attributions on postconsumption behavior, our study also explores the key antecedent of consumer causal inferences. Results obtained confirm that level of uncontrol is positively related to the triggering of attributions. Moreover, the reported cause of a positive or negative service encounter is also associated with level of uncontrol experienced by the consumer.