Self-Serving Attributions and Burnout Among Service Providers

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The study explores the role of self-serving attributions by service providers in reaction to customers’ perceived negative and positive behaviors. Questionnaires were completed by 398 service providers. The hypotheses, supported by the results, were that service providers would make more external attributions of negative customer behaviors and more internal attributions of positive behaviors. However, the external attributions of negative behaviors were expected to be positively related to burnout because it conflicts with the organizational message regarding the customer’s rights. Attributions were found to mediate the relationship between frequency of customers' behaviors and burnout. Empowerment was positively related to internal attributions of both positive and negative behaviors.

Keywords: Attribution, Burnout, Service
Stream: Psychology, Cognitive Science and Behavioural Sciences
Presentation Type: Paper Presentation in English
Paper: A paper has not yet been submitted.

Dr. Dana Yagil

Senior Lecturer, Department of Human Services, The University of Haifa
Haifa, Israel

Prof. Hasida Ben-Zur

Affiliation not supplied
Haifa, Israel

Ref: I08P0151