Designing Service Systems to Enhance Perceived Decision Control

  • Sriram DasuEmail author
  • Alexandra Brunner-Sperdin
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


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.


Decision control Service interactions Trust Service design 


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© Springer Nature Switzerland AG 2019

Authors and Affiliations

  1. 1.Marshall School of BusinessUniversity of Southern CaliforniaLos AngelesUSA
  2. 2.University of Applied SciencesKufsteinAustria

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