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Article: Highlighting Effort Versus Talent in Service Employee Performance: Customer Attributions and Responses

TitleHighlighting Effort Versus Talent in Service Employee Performance: Customer Attributions and Responses
Authors
Keywordsattribution theory
communal and exchange relationships
competence and warmth
customer helping behaviors
service employee performance
Issue Date2020
PublisherSAGE Publications. The Journal's web site is located at http://www.marketingpower.com
Citation
Journal of Marketing, 2020, v. 84 n. 3, p. 106-121 How to Cite?
AbstractFirms 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 performance, providing little insight on the impact of attributions of others’ performance. Drawing on research regarding the warmth–competence framework and performance attributions, the current research proposes and finds that consumers expect a more communal-oriented and less exchange-oriented relationship when a service employee’s competent performance is attributed to dedicated effort rather than natural talent, as effort (vs. talent) attribution leads consumers to perceive the employee as warmer. The authors further propose customer helping behaviors as downstream consequences of relationship expectations, finding that effort (vs. talent) attribution is more likely to induce customers’ word-of-mouth and idea provision behaviors. The findings enrich existing literature by identifying performance attributions as a managerially meaningful antecedent of relationship expectations and offer practical guidance on how marketers can influence consumers’ relationship expectations and helping behaviors.
Persistent Identifierhttp://hdl.handle.net/10722/282476
ISSN
2019 Impact Factor: 5.266
2015 SCImago Journal Rankings: 6.612

 

DC FieldValueLanguage
dc.contributor.authorLeung, FF-
dc.contributor.authorKim, S-
dc.contributor.authorTse, CH-
dc.date.accessioned2020-05-15T05:28:37Z-
dc.date.available2020-05-15T05:28:37Z-
dc.date.issued2020-
dc.identifier.citationJournal of Marketing, 2020, v. 84 n. 3, p. 106-121-
dc.identifier.issn0022-2429-
dc.identifier.urihttp://hdl.handle.net/10722/282476-
dc.description.abstractFirms 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 performance, providing little insight on the impact of attributions of others’ performance. Drawing on research regarding the warmth–competence framework and performance attributions, the current research proposes and finds that consumers expect a more communal-oriented and less exchange-oriented relationship when a service employee’s competent performance is attributed to dedicated effort rather than natural talent, as effort (vs. talent) attribution leads consumers to perceive the employee as warmer. The authors further propose customer helping behaviors as downstream consequences of relationship expectations, finding that effort (vs. talent) attribution is more likely to induce customers’ word-of-mouth and idea provision behaviors. The findings enrich existing literature by identifying performance attributions as a managerially meaningful antecedent of relationship expectations and offer practical guidance on how marketers can influence consumers’ relationship expectations and helping behaviors.-
dc.languageeng-
dc.publisherSAGE Publications. The Journal's web site is located at http://www.marketingpower.com-
dc.relation.ispartofJournal of Marketing-
dc.rightsJournal of Marketing. Copyright © SAGE Publications.-
dc.subjectattribution theory-
dc.subjectcommunal and exchange relationships-
dc.subjectcompetence and warmth-
dc.subjectcustomer helping behaviors-
dc.subjectservice employee performance-
dc.titleHighlighting Effort Versus Talent in Service Employee Performance: Customer Attributions and Responses-
dc.typeArticle-
dc.identifier.emailKim, S: sarakim@hku.hk-
dc.identifier.authorityKim, S=rp01613-
dc.description.naturelink_to_subscribed_fulltext-
dc.identifier.doi10.1177/0022242920902722-
dc.identifier.scopuseid_2-s2.0-85081975632-
dc.identifier.hkuros309867-
dc.identifier.volume84-
dc.identifier.issue3-
dc.identifier.spage106-
dc.identifier.epage121-
dc.publisher.placeUnited Kingdom-

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