The postpurchase model in which consumers evaluate services by the amount of influence they have over the service encounter is the:
A)role congruence model.
B)perceived-control model.
C)expectancy disconfirmation model.
D)script perspective.
E)servuction model.

Question

Quizplus · Accepted Answer

The perceived-control model is focused on the level of control that consumers feel they have during a service encounter, and how this impacts their evaluation of the service. This model suggests that consumers who feel they have more control over the service encounter are more likely to evaluate the service positively, as they have a greater sense of satisfaction with the experience. This contrasts with models like the expectancy disconfirmation model, which focuses more on the gap between consumers' expectations and their actual experiences.

The Postpurchase Model in Which Consumers Evaluate Services by the Amount