Perceived control and the effects of crowding and consumer choice on the service experience

Article Abstract:

Service experience refers to consumers' emotional feelings while conducting interpersonal and human-environment interactions to satisfy their needs and wants. A study explored the concept of perceived control as a determinant of the quality of these interactions, and the impact of consumer density and consumer choice on the service experience. Results indicate that the consumer's feeling of control over the service experience can mediate the effects of the number of customers in a service setting and the customer's decision to enter and stay in a service encounter. This finding can contribute to the efforts of service providers in trying to find ways to make service experiences more pleasant for their customers.

Beliefs, opinions and attitudes, Customer service, Consumer behavior, Consumers, Attitudes

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An anchoring and adjustment model of spousal predictions

Article Abstract:

Investigating the prediction process, 220 husbands and wives were asked what their spouses' reactions would be to twenty product introductions. Results indicate that 53 percent of the individuals was better than average in predicting their spouses' preferences. Most of these individuals based their predictions of spousal preference on their own preferences.

Analysis, Marketing, Advertising, Product development

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