Perceived Control and Consumer Attribution for the Service Encounter

By M. Hui, Roy Toffoli. 2002

102 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/eca117951437428642d686586e4029bb6cbcba4a

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Iris Vermeir
2. Bart Larivière
3. S. Beatty
4. Gianfranco Walsh
5. Yves Van Vaerenbergh
6. Chiara Orsingher
7. J. Graafland

In Organizational Behavior and Human Resource Management

1. Iris Vermeir
2. Bart Larivière
3. S. Beatty
4. Gianfranco Walsh
5. Yves Van Vaerenbergh
6. Chiara Orsingher
7. Markus Blut

In Sociology and Political Science

1. Iris Vermeir
2. S. Beatty
3. Gianfranco Walsh
4. Chiara Orsingher

Citations in the corpus

• Service Locus of Control and Customer Coproduction (2012, background): “However, perceived control also comprises diverse notions, such as behavioral, decisional, or cognitive control (Hui and Toffoli 2002), as well as LOC, self-efficacy, and explanatory style (Peterson and Stunkard 1992).”
• A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes (2014, background): “…of the fundamental attribution error (i.e., customers’ tendency to blame service failures on service providers instead of themselves; Bitner 1990; Hui and Toffoli, 2002), it is often only in the service recovery phase, when receiving an explanation, that customers might assign blame to…”
• Perceptions of Group Versus Individual Service Failures and Their Effects on Customer Outcomes (2017, background): “Methods that affect blame attribution can be useful in counteracting the negative outcomes from a GSF. Research shows that individual participation and perceived control can affect blame attribution after a service failure (Hui and Toffoli 2002).”