Self-Serving Attributions and Burnout Among Service Providers
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
Dr. Dana Yagil
Senior Lecturer, Department of Human Services, The University of Haifa
Prof. Hasida Ben-Zur
Affiliation not supplied