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Focusing on decisional control of the outcome provides only a partial picture of how firms may handle customer complaints and ignores many (alternative) opportunities to recover the relationship with the customer when service delivery fails. The purpose of this paper is to introduce other types of control and explore their effects.

This paper conducts a field study using survey instruments to collect data from real consumers, which are subsequently analyzed with structural equations modeling.

The main conclusion of this study is that there is more to control than having a choice. Different types of control have differential main effects: behavioral control affects distributive justice, cognitive control affects procedural justice and decisional control affects interactional justice (which in turn affect satisfaction and loyalty).

Service recovery research should include behavioral, cognitive and decisional control of the service recovery as aspects of the firm’s organizational response to customer complaints. The effects of these customer control types on satisfaction and loyalty are mediated by dimensions of justice.

Firms should offer complaining customers information to interpret and appraise the failure (cognitive control), opportunities to personally take action and influence the recovery (behavioral control), and choices in the recovery process and outcome (decisional control).

This study is the first to offer a comprehensive investigation of the subtle interrelationships between types of control and dimensions of justice in a service recovery context.

This study aims to explore the effect of amount of effort invested by consumers toward the purchase of a product on the amount they will spend on the product. Authors argue that greater effort on the part of the consumer will lead to an irrational focus on sunk effort causing them to spend more.

To explore the effect of amount of effort invested by consumers toward the purchase of a product on the amount they will spend on the product. Authors argue that greater effort on the part of the consumer will lead to an irrational focus on sunk effort, causing them to spend more.

Consumers who invest more effort in buying, spend more on the product in a bid to justify their decision to invest effort in the first place. This effect is stronger in the presence of decisional control.

Much academic research has examined adverse effects of effort spent by consumers and has sought to make things easier for consumers. This research shows that making it harder rather than easier, can make consumers willing to spend more money, particularly when they view themselves in control.

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.

Consumers are faced with many new products. In almost every product category it is seen that there are more alternatives than provided in previous years. This situation may cause consumers to feel uncomfortable/uncertain, especially about new products. Therefore, since they perceive this uncertainty, customers want to be in control. Control is one of the ways to help customers to decide on perceived risky situations.

The main purpose of the study is to explain the effects of the risk and control drive on consumer behavior and determine how businesses reduce the risk that consumers feel.

It is critical for enterprises to increase their brand awareness in order to reduce consumers’ risk perceptions and increase their controls (cognitive, behavioral, and decision) during purchasing decisions. Also, it will be useful for them to focus on activities increasing brand loyalty. They can especially carry out marketing activities allowing consumers to try new products or providing money back guarantees. Moreover, in order to reduce the risk perception and increase control by the customers, making the promotional contents of the product understandable and simple without hidden factors will contribute in a positive way.

The aim of this paper is to develop a theoretical framework of the transformation of the bank's scope driven by fintechs.

The conceptual foundations for a comprehensive transformation of the bank governance through financial technologies (fintechs) are underexplored. In order to develop such foundations, the authors adopt transaction cost economics (TCE), the concepts of external enablers and a modular organizational design, as well as a systematic literature review.

The results point to three scenarios of the banks' scope, depending on the adopted technological mechanisms and related effects that change the characteristics of organizational activities, justifying new bank boundaries. The most advanced application of fintechs results in a modularized network scenario leading to the emergence of financial ecosystems.

The proposed micro-perspective of decisional rules in an individual organization is unique in the current literature that predominantly focuses on the banking sector at large. The identified scenarios are valuable for solid theoretical and empirical grounding and can be further exploited in decision simulations and empirical studies.

The proposed theoretical framework points to the rationales and consequences of adopted technologies for the boundaries of a bank organization.

This paper provides three contributions to the literature on technology-driven transformations of organizations with a focus on banks. First, the authors elaborate a theoretical framework for establishing the bank's boundaries in response to the expansion of financial technologies. Second, the authors add to the knowledge accumulation in the area of organizational transformations based on the ICT adoption, in particular, to the literature on the modular organizational design. Third, the authors contribute to the decision-maker practice by proposing the alternative options of banks' scope transformed through fintechs.

Based on the proposition that deprivation of control is a key instigator of attribution thoughts, this study explores cross‐national variations in consumers' formation and consequences of attributions on dissatisfying service encounters. We hypothesize that variations in the stage of economic development and the cultural dimension of long‐term versus short‐term orientation affect consumers' perceived level of control in and attributions of dissatisfying service encounters, and the relative effects of various attribution dimensions (including locus, controllable‐by‐organization, and stability) on consumers' switching intentions. Results obtained from a cross‐national survey show that compared to PRC consumers, Canadian consumers experience more deprivation of control in dissatisfying service encounters and exhibit stronger self‐serving biases in forming attributions about their dissatisfying service experiences. Moreover, the controllable‐by‐organization dimension (i.e. whether the problems of the service encounter could be controlled by the service firm) is found to have a stronger effect on the switching intentions of Canadian consumers than that of PRC consumers, while the opposite is found for the stability dimension (i.e. whether the same problem would recur in experiences with the service firm). Managerial implications for multinational service firms, particularly in terms of service recovery strategy for Chinese and Western consumers, are discussed.

This study investigates the relationships among three types of employees’ perceived job control, employee commitment, employees’ well-being, and job performance.

The proposed relationships were investigated based on a cross-section, online, self-administered survey.

The results confirmed the positive role of employees’ job control perceptions on work-related responses.

Results suggested hospitality managers implement practices to improve job control perceptions of employees to enhance their well-being and job performance.

This study was the first to investigate the roles of three types of job control perceptions on employees’ well-being and commitment, based on positive organizational behavior literature and control theory. This study was also the first attempt to explore three types of job control focusing on employees’ perspectives in the hospitality industry.

The purpose of this paper is to present a comprehensive review of the body of literature concerning human factors in retail environments and their influence on consumers. Additionally, the authors identify the research gaps in the literature and suggest directions for future research.

This study uses qualitative approaches to provide a comprehensive review of human factors in retail environments.

The review is synthesised based on two main categories: the effects of other customers and the effects of sales associates. The influence of other customers, including the number of customers and social relations, is a significant source of human‐related environmental cues. In addition, existing studies support the importance of the number of sales associates, sales associates' physical attributes, and their behavioural characteristics observed in stores.

This study suggests that retailers need to effectively manage, control and manipulate human‐related environmental factors in order to generate a positive influence on consumers' perceptions towards stores and their behaviours.

This study provides a conceptual framework that integrates various human‐related factors in retail environments and their significant insights in the effective management of these factors identified for researchers and retailers.

The purpose of this paper is to measure the direct and indirect influences of locus of control on the communication patterns of Jordanian Muslim parents in the marketplace activities that directly influence their children’s consumption behaviour. The validity of locus of control components within the context of consumer socialisation and cultural perspectives has been taken into account before testing the hypotheses.

A total of 400 self-administered questionnaires were distributed to Muslim parents via their children aged from 8 to 12 years in 12 public schools that were randomly chosen from different areas of Amman metropolitan-Jordan. The principal component analysis, confirmatory factor analysis, paired sample t-test, the multiple regression analysis, and the bootstrapping test using structural equation modelling were used to validate the model’s constructs and to test the research hypotheses.

The communication patterns of Jordanian Muslim parents are more likely to be influenced by the high and low beliefs in the chance, whereas the highest degree of the indirect influences is associated with Muslims’ belief in powerful others.

It measured the mediation of socio-orientation, but neither concept-orientation nor the simultaneous interventions of the two dimensions were taken into consideration. The solicited sample has been relied on parents’ responses. Future research considering mothers-fathers, mothers–adolescents or fathers–adolescents dyadic perspectives may disclose the convergence and divergence among Muslim family members to better understanding the mediation process.

The local and global marketers may segment the Jordanian market into consensual, pluralistic and protective Muslim consumers; rely on reference groups on their promotion campaigns, as the Muslim parents in Jordan are more influenced by the powerful others; and use the concept of chance positively in their promotion campaigns.

Based on rigorous methodology, this is the first study that measures the direct and indirect influences of locus of control on the communication patterns of Jordanian Muslim parents in terms of marketing milieu and collectivist cultures.

Previous studies showed that the unconscious-intuitive strategy resulted in a better choice for it is more predictive of actual interest. This benefit may be influenced by occupational engagement, for the dual process of career decisions takes it as a tool for multidevelopment and optimal adjustment. Thus, we replicated (and extended) the study of Motl et al. (2018) through two experiments to identify the role of three pre-decisional strategies and then explore the combined effects of occupational engagement and these strategies. The purpose of this paper is to address these issues.

The authors replicated (and extended) the study of Motl et al. (2018) through two experiments. First, both studies adopted generalized linear mixed-effects models for statistical analyses to distinguish random and fixed effects. Second, Study 2 used a computer-based process-tracing program called “Mouselab” to explore the effect of the pre-decisional strategy self-generated on participants' interest appraisals over time.

Study 1 found that engagement helped promote participants' interest experience when decisions as usual and the intuitive strategy did not produce optimal choices. Further, people with more prior knowledge about situations no longer achieved as many benefits from their allocated strategy (i.e. rational strategy) as those with less. Study 2 failed to find adequate advantages of the intuitive strategy. Specifically, people with less search depth (the heuristic-intuitive strategy) were more interested in their choices. Nevertheless, when the strategy was manipulated as variability of search (VS), it only found the promotion of engagement, but it neither found the interaction between engagement and strategy nor did strategy itself.

The present paper provides mixed support for adaptive career decision-making. Career counselors can use occupational engagement levels as a reference for pre-decisional strategy selection and coach clients to adopt a proper decision-making process/method to make interest forecasts.