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Personal control and coping with retail crowding

Delphine Dion (Conservatoire National des Arts et Métiers, Centre de Recherche en Economie et Management (CREM), Paris, France)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 July 2004



To provide high quality services under conditions of crowding, it is important to understand the relationships between crowding and personal control. Indeed, in recent years, there has been growing belief that personal control is significant in coping with crowding. However, most studies have been of limited theoretical and practical value because they did not provide an integrated conceptualization of crowding. The results of a field study demonstrate that the personal control‐crowding relationships depend on the individual's crowding experience and the nature of personal control.



Dion, D. (2004), "Personal control and coping with retail crowding", International Journal of Service Industry Management, Vol. 15 No. 3, pp. 250-263.



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Copyright © 2004, Emerald Group Publishing Limited

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