Hui and Bateson (1991)Hui, M. K., & Bateson, J. E. G. (1991). Perceived control and the effects of crowding and consumer choice on the service experience. Journal of Consumer Research, 18(2), 174-184. https://doi.org/10.1086/209250
https://doi.org/10.1086/209250...
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Undisclosed items, some of them based on the dominance and the helplessness scales (e.g., influenced/influential). |
Past
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Hui and Toffoli (2002)Hui, M. K., & Toffoli, R. (2002). Perceived control and consumer attribution for the service encounter. Journal of Applied Social Psychology, 32(9), 1825-1844. https://doi.org/10.1111/j.1559-1816.2002.tb00261.x
https://doi.org/10.1111/j.1559-1816.2002...
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Undisclosed items, some of them based on the dominance and the helplessness scales (e.g., influenced/influential). |
Past
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Kang, Hahn, Fortin, Hyun and Eom (2006)Kang, H., Hahn, M., Fortin, D. R., Hyun, Y. J., & Eom, Y. (2006). Effects of perceived behavioral control on the consumer usage intention of e-coupons. Psychology & Marketing, 23(10), 841-864. https://doi.org/10.1002/mar.20136
https://doi.org/10.1002/mar.20136...
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It takes little time to find the coupon I need on the Internet; Whenever I want certain coupons, I can find them on the Internet; It is easy to search, print, and redeem coupons on the Internet; As far as the coupon I need is on the Internet, it is easy for me to find it; There are few obstacles for me to use e-coupons. |
Present
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Namasivayam and Mount (2006)Namasivayam, K., & Mount, D. J. (2006). A field investigation of the mediating effects of perceived fairness on the relationship between perceived control and consumer satisfaction. Journal of Hospitality & Tourism Research, 30(4), 494-506. https://doi.org/10.1177/1096348006289970
https://doi.org/10.1177/1096348006289970...
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The hotel helped me feel in control. |
Past
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Chang (2008)Chang, C.-C. (2008). Choice, perceived control, and customer satisfaction: The psychology of online service recovery. Cyberpsychology & Behavior, 11(3), 321-328. https://doi.org/10.1089/cpb.2007.0059
https://doi.org/10.1089/cpb.2007.0059...
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The efforts of this online bookstore give me a sense of control over how the problem will be resolved; This online bookstore allowed me to have input on the final solution to the problem; I had some sense of control over how this situation will be resolved. |
Past and future
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Rompay, Galetzka and Pruyn (2008)Rompay, T. J. L. van, Galetzka, M., Pruyn, A. T. H., & Garcia, J. M. (2008). Human and spatial dimensions of retail density: Revisiting the role of perceived control. Psychology & Marketing, 25(4), 319-335. https://doi.org/10.1002/mar.20211
https://doi.org/10.1002/mar.20211...
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In this store, I feel in control over the situation; In this store, I can easily find what I am looking for; In this store, I am the center of attention; In this store, the customer is in control. |
Present
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Dabholkar and Sheng (2009)Dabholkar, P. A., & Sheng, X. (2009). The role of perceived control and gender in consumer reactions to download delays. Journal of Business Research, 62(7), 756-760. https://doi.org/10.1016/j.jbusres.2008.06.001
https://doi.org/10.1016/j.jbusres.2008.0...
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I felt I was in charge of my own booking while using this Web site; This Web site allowed me to select any flight I wanted; I felt in control throughout the booking process on this Web site. |
Past
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Dellaert and Dabholkar (2009)Dellaert, B. G. C., & Dabholkar, P. A. (2009). Increasing the attractiveness of mass customization: The role of complementary on-line services and range of options. International Journal of Electronic Commerce, 13(3), 43-70. https://doi.org/10.2753/JEC1086-4415130302
https://doi.org/10.2753/JEC1086-44151303...
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I am satisfied with the amount of control I have over the customization process provided in the scenario; The customization process, portrayed in the scenario, will give me control over designing my own clothes. |
Present and future
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Lunardo and Mbengue (2009)Lunardo, R., & Mbengue, A. (2009). Perceived control and shopping behavior: The moderating role of the level of utilitarian motivational orientation. Journal of Retailing and Consumer Services, 16(6), 434-441. https://doi.org/10.1016/j.jretconser.2009.06.004
https://doi.org/10.1016/j.jretconser.200...
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Being controlling (controlled); influential (influenced); in control (cared-for); important (awed); dominant (submissive); autonomous (guided) in a store environment. |
Past
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Bolkan, Goodboy, and Daly (2010)Bolkan, S., Goodboy, A. K., & Daly, J. A. (2010). Consumer satisfaction and repatronage intentions following a business failure: The importance of perceived control with an organizational complaint. Communication Reports, 23(1), 14-25. https://doi.org/10.1080/08934211003598767
https://doi.org/10.1080/0893421100359876...
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How important do you think your feedback was for the company?; How seriously did the company take your letter?; How much of an impact did your communication have on the company?; How much of an impact did your communication have on your situation? |
Past
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Uhrich (2011)Uhrich, S. (2011). Explaining non-linear customer density effects on shoppers’ emotions and behavioral intentions in a retail context: The mediating role of perceived control. Journal of Retailing and Consumer Services, 18(5), 405-413. https://doi.org/10.1016/j.jretconser.2011.06.002
https://doi.org/10.1016/j.jretconser.201...
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Controlled/controlling; influenced/influential; cared-for/in control; awed/important, submissive/dominant; guided/autonomous. |
Past
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Noone, Wirtz and Kimes (2012)Noone, B. M., Wirtz, J., & Kimes, S. E. (2012). The effect of perceived control on consumer responses to service encounter pace: A revenue management perspective. Cornell Hospitality Quarterly, 53(4), 295-307. https://doi.org/10.1177/1938965512460343
https://doi.org/10.1177/1938965512460343...
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I believe that I had the ability to influence the pace of this stage of my meal; How much control did you have over the pace of this stage of your meal? |
Past
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Namasivayam and Guchait (2013)Namasivayam, K., & Guchait, P. (2013). The role of contingent self-esteem and trust in consumer satisfaction: Examining perceived control and fairness as predictors. International Journal of Hospitality Management, 33, 184-195. https://doi.org/10.1016/j.ijhm.2012.08.002
https://doi.org/10.1016/j.ijhm.2012.08.0...
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I caused the service provider to give me everything I needed for service; Whatever I needed for the service was available in the service encounter; and eight other undisclosed items. |
Past
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Pacheco, Lunardo and Santos (2013)Pacheco, N. A., Lunardo, R., & Santos, C. P. dos. (2013). A perceived-control based model to understanding the effects of co-production on satisfaction. BAR - Brazilian Administration Review, 10(2), 219-238. https://doi.org/10.1590/S1807-76922013000200007
https://doi.org/10.1590/S1807-7692201300...
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In this agency, I felt in control of the situation; In this agency, I would feel able to influence the way things were; and five other undisclosed items. |
Past and present
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Kumar and Anand (2015)Kumar, P. K., & Anand, B. (2015). The impact of innovation, green advertising and perceived behavioral control on green consumer behavior. Scholars Journal of Economics, Business and Management, 2(2A), 182-190. Retrieved from https://saspjournals.com/wp-content/uploads/2015/02/SJEBM-22A182-190.pdf
https://saspjournals.com/wp-content/uplo...
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I can become a green consumer; I have knowledge and ability to become a green consumer; If I want to become a green consumer, it would be easy. |
Present
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Elwalda, Lü and Ali (2016)Elwalda, A., Lü, K., & Ali, M. (2016). Perceived derived attributes of online customer reviews. Computers in Human Behavior, 56, 306-319. http://dx.doi.org/10.1016/j.chb.2015.11.051
http://dx.doi.org/10.1016/j.chb.2015.11....
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I feel more in control of online shopping when using online customer reviews; Through online customer reviews, I have a direct influence on finding the information I need; Online customer reviews enable me to obtain the necessary information. |
Present
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Li, Xu and Xu (2018)L. (2017, August 6). Quest diagnostics consumer reviews and complaints [Online forum comment]. Retrieved from https://www.consumeraffairs.com/health/quest_diagnostics.html?page=5
https://www.consumeraffairs.com/health/q...
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I can control the self-service shopping in this online shop; and four other undisclosed items. |
Present
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