... coded and analysed using a grounded theory approach. Findings This study finds that, structurally, MGC consumption is characterised by the combination of: consumer micro-control over both content and timing/place of consumption and ease of consumption, enabling consumers to seek pleasure and utility...

...Edward Kasabov Purpose This paper aims to empirically explore and theorise the application of technology control over customers during call-centre interactions. The author seeks to ascertain distinct types of technology-mediated control, with potentially distinct ingredients and consequences...

...Edward Kasabov; Anna C.C.C. da Cunha Purpose – The role of call-centres during service recovery has attracted much attention in research. However, marketers know less about controlling customers during recovery interactions and consequences of such control. In order to address this gap...

...Rik Pieters According to the emission view of behaviour, consumers emit overt responses as a result of a more or less complicated prior process which started in the environment. Explores the consequences of an alternative view – the control perspective of consumer behaviour. Argues that consumer...