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...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Associação Nacional de Pós-Graduação e Pesquisa em Administração (ANPAD)
2019-05-01
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| Series: | BAR: Brazilian Administration Review |
| Subjects: | |
| Online Access: | http://www.scielo.br/pdf/bar/v16n2/1807-7692-bar-16-02-e180079.pdf |