Highlighting effort versus talent in service employee performance : customer attributions and responses

• Main Authors: Leung, Fine F., Kim, Sara, Tse, Caleb H.
• Other Authors: Nanyang Business School
• Format: Article
• Language: English
• Published: 2021
• Subjects: Business::Management; Attribution Theory; Communal and Exchange Relationships
• Online Access: https://hdl.handle.net/10356/153624
• Institution: Nanyang Technological University

Firms often attribute their service employees’ competent performance to either dedicated effort or natural talent. However, it is unclear how such practices affect customer evaluations of service employees and customer outcomes. Moreover, prior work has primarily examined attributions of one’s own p...