Talented (Vs . Hard-Working) Is Machine-Like: Impact of Service Employee Performance Attribution on Relationship Expectation

The current research shows that consumers are more likely to expect a communal-oriented (vs. exchange-oriented) relationship when a service employee’s positive performance is attributed to effort rather than talent. We posit a mechanism whereby effort (vs. talent) attribution makes consumers less likely to mechanistically dehumanize a service employee.



Citation:

Fine F. Leung, Sara Kim, and Caleb H. Tse (2018) ,"Talented (Vs . Hard-Working) Is Machine-Like: Impact of Service Employee Performance Attribution on Relationship Expectation ", in E - European Advances in Consumer Research Volume 11, eds. Maggie Geuens, Mario Pandelaere, and Michel Tuan Pham, Iris Vermeir, Duluth, MN : Association for Consumer Research, Pages: 286-286.

Authors

Fine F. Leung, The Hong Kong Polytechnic University, Hong Kong
Sara Kim, The University of Hong Kong, Hong Kong
Caleb H. Tse, Sungkyunkwan University, South Korea



Volume

E - European Advances in Consumer Research Volume 11 | 2018



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