메뉴 건너뛰기




Volumn 27, Issue 1, 2008, Pages 23-29

Customer perceived control and the moderating effect of restaurant type on evaluations of restaurant employee performance

Author keywords

Perceived control; Perceived employee performance; Perceived risk; Restaurants

Indexed keywords


EID: 35548953651     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2007.07.002     Document Type: Article
Times cited : (34)

References (52)
  • 1
    • 0015731415 scopus 로고
    • Personal control over aversive stimuli and its relationship to stress
    • Averill J.R. Personal control over aversive stimuli and its relationship to stress. Psychological Bulletin 80 4 (1973) 286-303
    • (1973) Psychological Bulletin , vol.80 , Issue.4 , pp. 286-303
    • Averill, J.R.1
  • 2
    • 0036244279 scopus 로고    scopus 로고
    • Investigating interactive effects in the theory of planned behavior in a service-provider switching context
    • Bansal H.S., and Taylor S.F. Investigating interactive effects in the theory of planned behavior in a service-provider switching context. Psychology and Marketing 19 5 (2002) 407-425
    • (2002) Psychology and Marketing , vol.19 , Issue.5 , pp. 407-425
    • Bansal, H.S.1    Taylor, S.F.2
  • 4
    • 0040438438 scopus 로고
    • Consumer behavior as risk taking
    • Cox D.F. (Ed), Harvard University Press, Cambridge, MA
    • Bauer R.A. Consumer behavior as risk taking. In: Cox D.F. (Ed). Risk Taking and Information Handling in Consumer Behavior (1960), Harvard University Press, Cambridge, MA 23-33
    • (1960) Risk Taking and Information Handling in Consumer Behavior , pp. 23-33
    • Bauer, R.A.1
  • 5
    • 35548984952 scopus 로고    scopus 로고
    • Berry, L.L., 1980. Services marketing is different. Business, May-June, pp. 16-23.
  • 6
    • 0001965293 scopus 로고
    • The service encounter: diagnosing favorable and unfavorable incidents
    • Bitner M.J., Booms B.H., and Stanfield Tetreault M. The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing 54 1 (1990) 71-84
    • (1990) Journal of Marketing , vol.54 , Issue.1 , pp. 71-84
    • Bitner, M.J.1    Booms, B.H.2    Stanfield Tetreault, M.3
  • 7
    • 84992818917 scopus 로고    scopus 로고
    • Service advertising: an exploratory study of risk perceptions
    • Boshoff C. Service advertising: an exploratory study of risk perceptions. Journal of Service Research 4 4 (2002) 290-298
    • (2002) Journal of Service Research , vol.4 , Issue.4 , pp. 290-298
    • Boshoff, C.1
  • 8
    • 0035612804 scopus 로고    scopus 로고
    • Some new thoughts on conceptualizing perceived service quality: a hierarchical approach
    • Brady M.K., and Cronin J.J. Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of Marketing 65 3 (2001) 34-49
    • (2001) Journal of Marketing , vol.65 , Issue.3 , pp. 34-49
    • Brady, M.K.1    Cronin, J.J.2
  • 10
    • 0002381637 scopus 로고
    • Measuring service quality: a reexamination and extension
    • Cronin J.J., and Taylor S.A. Measuring service quality: a reexamination and extension. Journal of Marketing 56 3 (1992) 55-68
    • (1992) Journal of Marketing , vol.56 , Issue.3 , pp. 55-68
    • Cronin, J.J.1    Taylor, S.A.2
  • 12
    • 2542491888 scopus 로고    scopus 로고
    • Service encounter conceptualisation: employees' service behaviours and customers' service quality perceptions
    • Farrell A.M., Souchon A., and Durden G.R. Service encounter conceptualisation: employees' service behaviours and customers' service quality perceptions. Journal of Marketing Management 17 5/6 (2001) 577-593
    • (2001) Journal of Marketing Management , vol.17 , Issue.5-6 , pp. 577-593
    • Farrell, A.M.1    Souchon, A.2    Durden, G.R.3
  • 13
    • 0034377224 scopus 로고    scopus 로고
    • Understanding the customer base of service providers: an examination of the differences between switchers and stayers
    • Ganesh J., Arnold M., and Reynolds K. Understanding the customer base of service providers: an examination of the differences between switchers and stayers. Journal of Marketing 64 3 (2000) 65-87
    • (2000) Journal of Marketing , vol.64 , Issue.3 , pp. 65-87
    • Ganesh, J.1    Arnold, M.2    Reynolds, K.3
  • 15
    • 0002627587 scopus 로고
    • Consumer and employee roles in service encounters
    • Guiry M. Consumer and employee roles in service encounters. Advances in Consumer Research 19 1 (1992) 666-672
    • (1992) Advances in Consumer Research , vol.19 , Issue.1 , pp. 666-672
    • Guiry, M.1
  • 16
    • 0030501311 scopus 로고    scopus 로고
    • The management of customer-contact service employees: an empirical investigation
    • Hartline M.D., and Ferrell O.C. The management of customer-contact service employees: an empirical investigation. Journal of Marketing 60 4 (1996) 52-70
    • (1996) Journal of Marketing , vol.60 , Issue.4 , pp. 52-70
    • Hartline, M.D.1    Ferrell, O.C.2
  • 17
    • 0032220927 scopus 로고    scopus 로고
    • The relationship between waiting in a service queue and evaluations of service quality: a field theory perspective
    • Houston M.B., Bettencourt L.A., and Wenger S. The relationship between waiting in a service queue and evaluations of service quality: a field theory perspective. Psychology and Marketing 15 8 (1998) 735-753
    • (1998) Psychology and Marketing , vol.15 , Issue.8 , pp. 735-753
    • Houston, M.B.1    Bettencourt, L.A.2    Wenger, S.3
  • 18
    • 0000652982 scopus 로고
    • Perceived control and the effects of crowding and consumer choice on the service experience
    • Hui M.K., and Bateson J.E. Perceived control and the effects of crowding and consumer choice on the service experience. Journal of Consumer Research 18 2 (1991) 174-184
    • (1991) Journal of Consumer Research , vol.18 , Issue.2 , pp. 174-184
    • Hui, M.K.1    Bateson, J.E.2
  • 19
    • 0036770796 scopus 로고    scopus 로고
    • Perceived control and consumer attribution for the service encounter
    • Hui M., and Toffoli R. Perceived control and consumer attribution for the service encounter. Journal of Applied Social Psychology 32 9 (2002) 1825-1844
    • (2002) Journal of Applied Social Psychology , vol.32 , Issue.9 , pp. 1825-1844
    • Hui, M.1    Toffoli, R.2
  • 20
    • 0003087091 scopus 로고
    • Prescription for the waiting-in-line blues: entertain, enlighten and engage
    • Katz K.L., Larson B.M., and Larson R.C. Prescription for the waiting-in-line blues: entertain, enlighten and engage. Sloan Management Review 32 2 (1991) 44-53
    • (1991) Sloan Management Review , vol.32 , Issue.2 , pp. 44-53
    • Katz, K.L.1    Larson, B.M.2    Larson, R.C.3
  • 21
    • 35548947145 scopus 로고    scopus 로고
    • Langeard, E., Bateson, J.E.G., Lovelock, C.H., Eiglier, P., 1981. Services marketing: new insights from consumers and managers. Marketing Science Institute Report, Marketing Science Institute, Boston, MA, Report No. 81-104.
  • 24
    • 0036384393 scopus 로고    scopus 로고
    • Impact of customer preconsumption mood on the evaluation of employee behavior in service encounters
    • Liljander V., and Mattsson J. Impact of customer preconsumption mood on the evaluation of employee behavior in service encounters. Psychology and Marketing 19 10 (2002) 837-860
    • (2002) Psychology and Marketing , vol.19 , Issue.10 , pp. 837-860
    • Liljander, V.1    Mattsson, J.2
  • 25
    • 0002674217 scopus 로고
    • Memory and attention factors in consumer choice: concepts and research methods
    • Lynch J.G., and Srull T.K. Memory and attention factors in consumer choice: concepts and research methods. Journal of Consumer Research 9 1 (1982) 18-37
    • (1982) Journal of Consumer Research , vol.9 , Issue.1 , pp. 18-37
    • Lynch, J.G.1    Srull, T.K.2
  • 26
    • 35549011054 scopus 로고
    • Last buy and no effects on risk perception and reduction
    • Mitchell V.W., and Prince G.S. Last buy and no effects on risk perception and reduction. Management Research News 15 10 (1992) 6-17
    • (1992) Management Research News , vol.15 , Issue.10 , pp. 6-17
    • Mitchell, V.W.1    Prince, G.S.2
  • 27
    • 33845259170 scopus 로고
    • The role of employee effort in satisfaction with service transactions
    • Mohr L.A., and Bitner M.J. The role of employee effort in satisfaction with service transactions. Journal of Business Research 32 3 (1995) 239-252
    • (1995) Journal of Business Research , vol.32 , Issue.3 , pp. 239-252
    • Mohr, L.A.1    Bitner, M.J.2
  • 28
    • 0002441636 scopus 로고
    • A test of services marketing theory: consumer information acquisition activities
    • Murray K.B. A test of services marketing theory: consumer information acquisition activities. Journal of Marketing 55 1 (1991) 10-25
    • (1991) Journal of Marketing , vol.55 , Issue.1 , pp. 10-25
    • Murray, K.B.1
  • 29
    • 4544230579 scopus 로고    scopus 로고
    • Action control, proxy control and consumers' evaluations of the service exchange
    • Namasivayam K. Action control, proxy control and consumers' evaluations of the service exchange. Psychology and Marketing 21 6 (2004) 463-480
    • (2004) Psychology and Marketing , vol.21 , Issue.6 , pp. 463-480
    • Namasivayam, K.1
  • 31
    • 0001312089 scopus 로고
    • SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality
    • Parasuraman A., Zeithaml V.A., and Berry L.L. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64 1 (1988) 12-40
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 33
    • 33745022500 scopus 로고    scopus 로고
    • Attributions on dissatisfying service encounters: a cross-cultural comparison between Canadian and PRC consumers
    • Poon P., Hui M., and Kevin A. Attributions on dissatisfying service encounters: a cross-cultural comparison between Canadian and PRC consumers. European Journal of Marketing 38 11/12 (2004) 1527-1540
    • (2004) European Journal of Marketing , vol.38 , Issue.11-12 , pp. 1527-1540
    • Poon, P.1    Hui, M.2    Kevin, A.3
  • 34
    • 84992932637 scopus 로고
    • Going to extremes: managing service encounters and assessing provider performance
    • Price L.L., Arnould E.J., and Tierney P. Going to extremes: managing service encounters and assessing provider performance. Journal of Marketing 59 2 (1995) 83-97
    • (1995) Journal of Marketing , vol.59 , Issue.2 , pp. 83-97
    • Price, L.L.1    Arnould, E.J.2    Tierney, P.3
  • 35
    • 0012898320 scopus 로고
    • Freedom of choice and behavior in a physical setting
    • Proshansky H.M. (Ed), Holt, Rinehart & Winston, New York, NY
    • Proshansky H.M., Ittelson W.H., and Rivlin L.G. Freedom of choice and behavior in a physical setting. In: Proshansky H.M. (Ed). Environmental Psychology (1974), Holt, Rinehart & Winston, New York, NY 170-181
    • (1974) Environmental Psychology , pp. 170-181
    • Proshansky, H.M.1    Ittelson, W.H.2    Rivlin, L.G.3
  • 36
    • 0001643622 scopus 로고    scopus 로고
    • Effects of waiting on the satisfaction with the service: beyond objective time measurements
    • Pruyn A., and Smidts A. Effects of waiting on the satisfaction with the service: beyond objective time measurements. International Journal of Research in Marketing 15 4 (1998) 321-334
    • (1998) International Journal of Research in Marketing , vol.15 , Issue.4 , pp. 321-334
    • Pruyn, A.1    Smidts, A.2
  • 37
    • 29444454899 scopus 로고    scopus 로고
    • Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate
    • Salanova M., Agut S., and Peiró J.M. Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate. Journal of Applied Psychology 90 6 (2005) 1217-1227
    • (2005) Journal of Applied Psychology , vol.90 , Issue.6 , pp. 1217-1227
    • Salanova, M.1    Agut, S.2    Peiró, J.M.3
  • 38
    • 0022684171 scopus 로고
    • How can service businesses survive and prosper?
    • Schmenner R.W. How can service businesses survive and prosper?. Sloan Management Review 27 3 (1986) 21-32
    • (1986) Sloan Management Review , vol.27 , Issue.3 , pp. 21-32
    • Schmenner, R.W.1
  • 40
    • 0342485102 scopus 로고
    • Effects of personal causation and perceived control on responses to an aversive environment: the more control, the better
    • Sherrod D.R., Hage J.N., Halpern P.L., and More B.S. Effects of personal causation and perceived control on responses to an aversive environment: the more control, the better. Journal of Experimental Social Psychology 13 1 (1977) 14-27
    • (1977) Journal of Experimental Social Psychology , vol.13 , Issue.1 , pp. 14-27
    • Sherrod, D.R.1    Hage, J.N.2    Halpern, P.L.3    More, B.S.4
  • 41
    • 0002649591 scopus 로고
    • Warranty and other extrinsic cue effects on consumers' risk perceptions
    • Shimp T.A., and Bearden W.O. Warranty and other extrinsic cue effects on consumers' risk perceptions. Journal of Consumer Research 9 1 (1982) 38-46
    • (1982) Journal of Consumer Research , vol.9 , Issue.1 , pp. 38-46
    • Shimp, T.A.1    Bearden, W.O.2
  • 42
    • 0002705824 scopus 로고
    • Breaking free from product marketing
    • Shostack G.L. Breaking free from product marketing. Journal of Marketing 41 April (1977) 73-80
    • (1977) Journal of Marketing , vol.41 , Issue.April , pp. 73-80
    • Shostack, G.L.1
  • 43
    • 0003186215 scopus 로고
    • An empirical assessment of the SERVQUAL scale and the relationship between service quality and satisfaction
    • Cravens D.W., and Dickson P. (Eds), American Marketing Association, Chicago, IL
    • Spreng R.A., and Singh A.K. An empirical assessment of the SERVQUAL scale and the relationship between service quality and satisfaction. In: Cravens D.W., and Dickson P. (Eds). Enhancing Knowledge Development in Marketing (1993), American Marketing Association, Chicago, IL 1-6
    • (1993) Enhancing Knowledge Development in Marketing , pp. 1-6
    • Spreng, R.A.1    Singh, A.K.2
  • 44
    • 0015057686 scopus 로고
    • Self-control and predictability: their effects on reactions to aversive stimulation
    • Staub E., Tursky B., and Schwartz G.E. Self-control and predictability: their effects on reactions to aversive stimulation. Journal of Personality and Social Psychology 18 2 (1971) 157-162
    • (1971) Journal of Personality and Social Psychology , vol.18 , Issue.2 , pp. 157-162
    • Staub, E.1    Tursky, B.2    Schwartz, G.E.3
  • 46
    • 0017226978 scopus 로고
    • Availability of an avoidance response as related to autonomic arousal
    • Szpiler J.A., and Epstein S. Availability of an avoidance response as related to autonomic arousal. Journal of Abnormal Psychology 85 1 (1976) 73-82
    • (1976) Journal of Abnormal Psychology , vol.85 , Issue.1 , pp. 73-82
    • Szpiler, J.A.1    Epstein, S.2
  • 47
    • 0037681173 scopus 로고
    • Waiting for service: the relationship between delays and evaluations of service
    • Taylor S. Waiting for service: the relationship between delays and evaluations of service. Journal of Marketing 58 2 (1994) 56-69
    • (1994) Journal of Marketing , vol.58 , Issue.2 , pp. 56-69
    • Taylor, S.1
  • 48
    • 0347244315 scopus 로고    scopus 로고
    • A field study investigating the effect of waiting time on customer satisfaction
    • Tom G., and Lucey S. A field study investigating the effect of waiting time on customer satisfaction. Journal of Psychology 131 6 (1997) 655-660
    • (1997) Journal of Psychology , vol.131 , Issue.6 , pp. 655-660
    • Tom, G.1    Lucey, S.2
  • 49
    • 1242283753 scopus 로고    scopus 로고
    • An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction
    • Van Dolen W., De Ruyter K., and Lemmink J. An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction. Journal of Business Research 57 (2004) 437-444
    • (2004) Journal of Business Research , vol.57 , pp. 437-444
    • Van Dolen, W.1    De Ruyter, K.2    Lemmink, J.3
  • 50
    • 0031231660 scopus 로고    scopus 로고
    • The service experience in two cultures: a behavioral perspective
    • Winsted K.F. The service experience in two cultures: a behavioral perspective. Journal of Retailing 73 3 (1997) 337-360
    • (1997) Journal of Retailing , vol.73 , Issue.3 , pp. 337-360
    • Winsted, K.F.1
  • 51
    • 0000936787 scopus 로고    scopus 로고
    • Evaluating service encounters: a cross-cultural industry exploration
    • Winsted K.F. Evaluating service encounters: a cross-cultural industry exploration. Journal of Marketing Theory and Practice 7 2 (1999) 106-123
    • (1999) Journal of Marketing Theory and Practice , vol.7 , Issue.2 , pp. 106-123
    • Winsted, K.F.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.