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, 15, pp. 250-263.