When does highlighting effort or talent in fitness service providers' performance lead to customer compliance? The role of customers' implicit mindset

IF 3.9 3区 管理学 Q2 BUSINESS
Sangchul Park, Hyun-Woo Lee, Calvin Nite
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引用次数: 2

Abstract

PurposeFitness service organizations often promote the personal training service by attributing competent features, qualifications, or/and service provision of fitness service providers to efforts or talents. This study aims to investigate whether and when the promotional attribution of fitness service providers' competent features, qualifications, or/and service provision contributes to customers' compliance with service instructions.Design/methodology/approachThe authors developed the experimental stimuli of performance attribution promotion (i.e. effort attribution and talent attribution) and validated them via a pretest (N = 400). Utilizing the validated stimuli, the authors conducted an experiment (N = 400) employing a single-factor (performance attribution promotion: effort vs talent) between-subject design. The authors performed partial least squares structural modeling (PLS-SEM) to test our hypotheses.FindingsThe results revealed the interaction effect of performance attribution promotion and customers' implicit mindset on customer participation expectation. Specifically, when customers were high in implicit mindset (i.e. incremental-minded), attributing competent features, qualifications, or/and service provision of fitness service providers to effort (vs talent) increased customer participation expectation. Yet, when customers were low in implicit mindset (i.e. entity-minded), such an effect did not occur. Further, the authors identified customers' intention to comply with service instructions as a downstream consequence of the aforementioned interaction effect.Originality/valueThe contribution of this paper is twofold. It enriches the performance attribution literature by finding its new consequences and boundary condition. Moreover, the findings aid fitness service practitioners in developing strategies for eliciting customers' compliance with service instruction through performance attribution promotion.
强调健身服务提供商的努力或才能在什么时候能让客户合规?客户隐性心态的作用
目的健身服务组织通常通过将健身服务提供商的胜任特征、资质或/和服务提供归因于努力或人才来推广个人培训服务。本研究旨在调查健身服务提供商的胜任特征、资质或/和服务提供的促销归因是否以及何时有助于客户遵守服务说明。设计/方法论/方法作者开发了绩效归因促进的实验刺激因素(即努力归因和天赋归因),并通过预测试进行了验证(N=400)。利用经验证的刺激,作者进行了一项实验(N=400),在受试者设计之间采用单一因素(表现归因促进:努力与天赋)。作者进行了偏最小二乘结构建模(PLS-SEM)来检验我们的假设。研究结果揭示了绩效归因促进和顾客内隐心态对顾客参与期望的交互作用。具体而言,当客户的内隐心态(即增量思维)较高时,将健身服务提供商的胜任特征、资质或/和服务提供归因于努力(与人才相比)会增加客户的参与预期。然而,当客户的内隐心态(即实体意识)较低时,这种影响并没有发生。此外,作者将客户遵守服务说明的意图确定为上述互动效应的下游结果。这篇论文的贡献是双重的。它通过发现其新的后果和边界条件,丰富了绩效归因文献。此外,研究结果有助于健身服务从业者制定策略,通过绩效归因促进来吸引客户遵守服务指示。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
8.00
自引率
15.20%
发文量
29
期刊介绍: Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.
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