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Designing Service Systems to Enhance Perceived Decision Control

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Handbook of Service Science, Volume II

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Abstract

The primary purpose of many service encounters is to make decisions. This is particularly true in professional services such as financial services, healthcare, and real estate. In each encounter, many decisions have to be made. Some are trivial while others are highly consequential. The role of the customer in these decisions has a bearing on the outcome, customer’s overall assessment of the service encounter, and the cost and complexity of delivering the service. Thus to design service encounters it is important to understand when customers seek decision control and how this control is influenced by the actions of the service provider. In this article, we explore behavioral science literature to identify factors that influence customer’s desired role in decision making. It is well known, that trust influences the desire for decision control. This article identifies different dimensions of trust and how trust is influenced by the actions of the service provider.

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Author information

Authors and Affiliations

  1. Marshall School of Business, University of Southern California, Los Angeles, CA, USA

    Sriram Dasu

  2. University of Applied Sciences, Kufstein, Austria

    Alexandra Brunner-Sperdin

Authors
  1. Sriram Dasu
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  2. Alexandra Brunner-Sperdin
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Corresponding author

Correspondence to Sriram Dasu .

Editor information

Editors and Affiliations

  1. University of California, Merced, Merced, CA, USA

    Paul P. Maglio

  2. IBM Research—Almaden, San Jose, CA, USA

    Cheryl A. Kieliszewski

  3. IBM Cognitive Opentech, Almaden, San Jose, CA, USA

    James C. Spohrer

  4. University of Toronto, Toronto, ON, Canada

    Kelly Lyons

  5. INESCTEC and Faculty of Engineering, University of Porto, Porto, Portugal

    Lia Patrício

  6. Graduate School of Management, Nagoya University of Commerce and Business Business School, Nagoya, Aichi, Japan

    Yuriko Sawatani

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Dasu, S., Brunner-Sperdin, A. (2019). Designing Service Systems to Enhance Perceived Decision Control. In: Maglio, P.P., Kieliszewski, C.A., Spohrer, J.C., Lyons, K., Patrício, L., Sawatani, Y. (eds) Handbook of Service Science, Volume II. Service Science: Research and Innovations in the Service Economy. Springer, Cham. https://doi.org/10.1007/978-3-319-98512-1_3

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