A Temporal Model of Perceived Control to Explain Service Failures

Pacheco, Natalia Araujo; Pizzutti, Cristiane; Geuens, Maggie

doi:10.1590/1807-7692bar2019180079

Natalia Araujo Pacheco

IPAM, Lisboa, Portugal

Faculdade Meridional, Passo Fundo, RS, Brazil

Natalia Araujo Pacheco IPAM Lisboa Estrada da Correia, 53, 1500-210, Lisboa, Portugal natalia.a.pacheco@gmail.com http://orcid.org/0000-0001-5607-9326

https://orcid.org/0000-0001-5607-9326

Cristiane Pizzutti

Universidade Federal do Rio Grande do Sul, Porto Alegre, RS, Brazil

Cristiane Pizzutti Universidade Federal do Rio Grande do Sul, Escola de Administração Rua Washington Luis, 855, 90010-460, Porto Alegre, RS, Brazil cristiane.pizzutti@ufrgs.br https://orcid.org/0000-0003-4188-5418

https://orcid.org/0000-0003-4188-5418

Maggie Geuens

Universiteit Gent, Gent, Belgium

Maggie Geuens Universiteit Gent, Faculteit Economie en Bedrijfskunde Tweekerkenstraat 2, 9000, Gent, Belgium maggie.geuens@ugent.be https://orcid.org/0000-0001-6535-7260

https://orcid.org/0000-0001-6535-7260

Thomas Brashear Alejandro was the associate editor for this article.

Editorial assistant: Luciane Kato Kiwara

Editor-in-chief: Carlo Gabriel Porto Bellini

Author contributions

This manuscript is the main outcome of the 1st author’s Ph.D. dissertation, which was supervised by the 2nd and 3rd authors. The three authors actively participated in the elaboration of the literature review, methodological procedures, statistical analyses, discussion of results, and final revision.

Natalia Araujo Pacheco IPAM Lisboa Estrada da Correia, 53, 1500-210, Lisboa, Portugal natalia.a.pacheco@gmail.com http://orcid.org/0000-0001-5607-9326

Cristiane Pizzutti Universidade Federal do Rio Grande do Sul, Escola de Administração Rua Washington Luis, 855, 90010-460, Porto Alegre, RS, Brazil cristiane.pizzutti@ufrgs.br https://orcid.org/0000-0003-4188-5418

Maggie Geuens Universiteit Gent, Faculteit Economie en Bedrijfskunde Tweekerkenstraat 2, 9000, Gent, Belgium maggie.geuens@ugent.be https://orcid.org/0000-0001-6535-7260

Article	Measures or manipulations of perceived control	Temporal dimension addressed
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...	Undisclosed items, some of them based on the dominance and the helplessness scales (e.g., inﬂuenced/inﬂuential).	Past^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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...	Undisclosed items, some of them based on the dominance and the helplessness scales (e.g., inﬂuenced/inﬂuential).	Past^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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...	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^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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...	The hotel helped me feel in control.	Past^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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...	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^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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...	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^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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...	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^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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...	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^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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...	Being controlling (controlled); inﬂuential (inﬂuenced); in control (cared-for); important (awed); dominant (submissive); autonomous (guided) in a store environment.	Past^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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...	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^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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...	Controlled/controlling; inﬂuenced/inﬂuential; cared-for/in control; awed/important, submissive/dominant; guided/autonomous.	Past^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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...	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^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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...	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^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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...	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^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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...	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^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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....	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^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405
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...	I can control the self-service shopping in this online shop; and four other undisclosed items.	Present^* Note. * It addresses this(these) dimension(s) differently from the temporal model of perceived control by Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702; and Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405

Name of the variable, Cronbach alpha or correlation, source	Item(s)
Past control, α=.80, Frazier, Keenan, et al. (2011)Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405 https://doi.org/10.1037/a0022405...	I could have done something to prevent this event from happening There is nothing I could have done to prevent this event from occurring (R) This event happened because of something I did or didn’t do I didn’t have any control over the event occurring (R) I couldn’t have prevented it (R)
Present control, α=.79, Frazier, Keenan, et al. (2011)Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405 https://doi.org/10.1037/a0022405...	There isn’t much I can do to help myself feel better about the event (R) How I deal with this event now is under my control I don’t have much control over my emotional reactions to the event (R) When I am upset about the event, I can find a way to feel better I have control over my day-to-day reactions to this event There isn’t much I can do to keep the event from affecting me (R) I have control over how I think about the event My reaction to the event is not under my control (R)
Future control, α=.88, Frazier, Keenan, et al. (2011)Frazier, P., Keenan, N., Anders, S., Perera, S., Shallcross, S., & Hintz, S. (2011). Perceived past, present, and future control and adjustment to stressful life events. Journal of Personality and Social Psychology, 100(4), 749-765. https://doi.org/10.1037/a0022405 https://doi.org/10.1037/a0022405...	I can do things to make sure I will not experience a similar event in the future There is nothing I can do to prevent a similar event from happening again (R) I have no control over whether a similar event happens to me again (R) There are things I can do to reduce the risk that a similar event will happen again
Future likelihood, α=.93, Frazier, Anders, et al. (2012)Frazier, P., Anders, S., Shallcross, S., Keenan, N., Perera, S., Howard, K., & Hintz, S. (2012). Further development of the temporal model of control. Journal of Counseling Psychology, 59(4), 623-630. https://doi.org/10.1037/a0029702 https://doi.org/10.1037/a0029702...	I fully expect something similar to happen to me again I will not experience something like this again (R) I’m sure something similar will happen to me again I don’t expect something like this to happen to me again (R) I don’t believe I will ever experience this sort of thing again (R)
Causal locus attribution, α=.78, Chu, Song and Choi (2013)Chu, W., Song, M. R., & Choi, B. (2013). Post-purchase disadvantages of a less preferred brand and how they can be overcome: An examination of regret and attribution. Journal of Applied Social Psychology, 43(4), 887-898. https://doi.org/10.1111/jasp.12014 https://doi.org/10.1111/jasp.12014... and McAuley, Duncan and Russell (1992)McAuley, E., Duncan, T. E., & Russell, D. W. (1992). Measuring causal attributions: The revised causal dimension scale (CDSII). Personality and Social Psychology Bulletin, 18(5), 566-573. https://doi.org/10.1177/0146167292185006 https://doi.org/10.1177/0146167292185006...	The cause reflected an aspect of yourself (e.g., your choices) / The cause did not reflect an aspect of yourself The cause had to do with you / The cause had to do with others The cause was about you / The cause was about others
Causal stability attribution, α=.56, McAuley et al. (1992)McAuley, E., Duncan, T. E., & Russell, D. W. (1992). Measuring causal attributions: The revised causal dimension scale (CDSII). Personality and Social Psychology Bulletin, 18(5), 566-573. https://doi.org/10.1177/0146167292185006 https://doi.org/10.1177/0146167292185006...	The cause was something stable over time / The cause was something variable over time The cause was something permanent / The cause was something temporary The cause was something unchangeable / The cause was something changeable
External controllability attribution, α=.92, Hess, Ganesan and Klein (2007)Hess, R. L., Jr., Ganesan, S., & Klein, N. M. (2007). Interactional service failures in a pseudorelationship: The role of organizational attributions. Journal of Retailing, 83(1), 79-95. https://doi.org/10.1016/j.jretai.2006.10.010 https://doi.org/10.1016/j.jretai.2006.10...	The cause was not at all controllable by the service provider / The cause was definitely controllable by the service provider The cause was not at all preventable by the service provider / The cause was definitely preventable by the service provider The cause was not at all avoidable by the service provider / The cause was definitely avoidable by the service provider
Internal controllability attribution, α=.89, Hess et al. (2007)Hess, R. L., Jr., Ganesan, S., & Klein, N. M. (2007). Interactional service failures in a pseudorelationship: The role of organizational attributions. Journal of Retailing, 83(1), 79-95. https://doi.org/10.1016/j.jretai.2006.10.010 https://doi.org/10.1016/j.jretai.2006.10...	The cause was not at all controllable by you / The cause was definitely controllable by you The cause was not at all preventable by you / The cause was definitely preventable by you The cause was not at all avoidable by you / The cause was definitely avoidable by you
Regret, α=.75, Yi and Baumgartner (2004)Yi, S., & Baumgartner, H. (2004). Coping with negative emotions in purchase-related situations. Journal of Consumer Psychology, 14(3), 303-317. https://doi.org/10.1207/s15327663jcp1403_11 https://doi.org/10.1207/s15327663jcp1403...	Regretful Should have known better Should have made a different choice
Other-focused anger, Yi and Baumgartner (2004)Yi, S., & Baumgartner, H. (2004). Coping with negative emotions in purchase-related situations. Journal of Consumer Psychology, 14(3), 303-317. https://doi.org/10.1207/s15327663jcp1403_11 https://doi.org/10.1207/s15327663jcp1403...	Angry with the service provider
Self-focused anger, Yi and Baumgartner (2004)Yi, S., & Baumgartner, H. (2004). Coping with negative emotions in purchase-related situations. Journal of Consumer Psychology, 14(3), 303-317. https://doi.org/10.1207/s15327663jcp1403_11 https://doi.org/10.1207/s15327663jcp1403...	Angry with myself
Repurchase behaviour	I kept on doing business with the service provider
Stress	Stressed

	Past control	Present control	Future control	Future likelihood
Locus	-.47^* Note. * = significant at the 0.001 level	.08	-.21^* Note. * = significant at the 0.001 level	.06
Stability	-.15^* * = significant at the 0.05 level.	.10	-.10	.02
Internal controllability	.66^* Note. * = significant at the 0.001 level	-.03	.28^* Note. * = significant at the 0.001 level	-.06
External controllability	-.19^ = significant at the 0.01 level	.10	.01	.05

	Dependent variables
	Regret	Anger (other-focused)	Anger (self-focused)	Repurchase
Perceived control (k=4)	.14^* Note. * = significant at the 0.001 level	.02	.15^* Note. * = significant at the 0.001 level	.11^* Note. * = significant at the 0.001 level
Attributions (k=4)	.08^* Note. * = significant at the 0.001 level	.08^* Note. * = significant at the 0.001 level	.11^* Note. * = significant at the 0.001 level	.04
Perceived control + Attributions (k=8)	.17^* Note. * = significant at the 0.001 level	.08^ = significant at the 0.01 level; k = number of independent variables.	.17^* Note. * = significant at the 0.001 level	.14^* Note. * = significant at the 0.001 level

	Dependent variables
	Regret	Anger (other-focused)	Anger (self-focused)	Repurchase
Perceived past control	.17^ significant at the 0.05 level; * = significant at the 0.10 level.	-.13^* * significant at the 0.10 level.	.33^* Note. * = significant at the 0.001 level	.14^ significant at the 0.05 level; * = significant at the 0.10 level.
Perceived present control	-.10	-.04	-.04	.05
Perceived future control	.28^* Note. * = significant at the 0.001 level	.04	.12^* * significant at the 0.10 level.	-.29^* Note. * = significant at the 0.001 level
Perceived future likelihood	.02	.04	-.05	.12^* * significant at the 0.10 level.

Service failure	Causal locus attribution^* Note. * Higher numbers represent more external attributions. All scales ranging from 1 to 7.	Perceived past control
1) My internet had not been working as it should. My service provider sent 3 technicians out. The first texted on his cell phone for 5 minutes them left and said he would call someone for outside wiring. The second checked my inside wiring and said he would call someone for outside wiring and never did. The third replaced my modem and left. Then, I had a $ 400 internet bill for technician services.	7.0	4.6
2) I went to this store and I really felt bad. I felt that I wasn't wanted as a customer and I felt that I was being ignored. People walked past me and didn't even ask if I needed help. I know I had a look of not being able to find what I want. I wanted to get out of that store really quick. I thought it was a good chain. It may have been just that store but I haven't been to that chain again yet. It made me think badly of them.	7.0	4.6
3) I was at a deli next in line to get meat and an older lady came up and cut in front of me. The girl behind the counter knew I was next, but the old lady was so pushy she helped her anyway. I wasn't in a hurry so it wasn’t that big of a deal, but it was still annoying that I had to wait for the lady to get her food first, and I know the girl working the counter knew I was next.	6.0	5.4
4) I can certainly think of a most recent stressful time at the supermarket. I go there because it is very close to my house but sorry I went there the other night. First it starts with the deli - 4 or 5 people behind the counter - 5 to 6 waiting on line and NO one bothers to help us. I've reported this to the office. Then it gets more stressful when people are practically running into you with their carts and then when it's time to check out the lines DO not move!!! It's enough to have a panic attack over and believe me it's happened.	6.0	4.8

[1] Thomas Brashear Alejandro was the associate editor for this article.

Brasil

Brasil

A Temporal Model of Perceived Control to Explain Service Failures

Abstract