Open AccessThe Need For Control In The Service Sector
Author(s) -
Gina Colarelli O’Connor,
George J. Siomkos
Publication year - 2011
Publication title -
journal of applied business research
Language(s) - English
Resource type - Journals
eISSN - 2157-8834
pISSN - 0892-7626
DOI - 10.19030/jabr.v10i3.5930
Subject(s) - task (project management) , control (management) , service (business) , test (biology) , marketing , perceived control , business , tertiary sector of the economy , span (engineering) , core (optical fiber) , psychology , computer science , social psychology , economics , management , engineering , telecommunications , artificial intelligence , paleontology , civil engineering , biology
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.