A Temporal Model of Perceived Control to Explain Service Failures
Research on service failure has neglected the temporal dimension of consumer-perceived control (i.e., past, present and future control). This paper introduces the temporal model of perceived control to service research and compares its explanatory power for consumers’ emotional and behavioural react...
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| Veröffentlicht in: | BAR - Brazilian Administration Review |
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| Hauptverfasser: | , , |
| Format: | Artigo |
| Sprache: | Inglês |
| Veröffentlicht: |
Associação Nacional de Pós-Graduação e Pesquisa em Administração
2019
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| Schlagworte: | |
| Online-Zugang: | https://www.redalyc.org/articulo.oa?id=84160330003 https://www.redalyc.org/journal/841/84160330003/ https://www.redalyc.org/journal/841/84160330003/html/ https://www.redalyc.org/journal/841/84160330003/84160330003.epub https://www.redalyc.org/journal/841/84160330003/movil |
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