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

Sangchul Park (Department of Business Administration, Alma College, Alma, Michigan, USA)
Hyun-Woo Lee (Department of Kinesiology and Sport Management, Texas A&M University, College Station, Texas, USA)
Calvin Nite (Department of Kinesiology and Sport Management, Texas A&M University, College Station, Texas, USA)

Journal of Service Theory and Practice

ISSN: 2055-6225

Article publication date: 25 October 2022

91

Abstract

Purpose

Fitness 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/approach

The 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.

Findings

The 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/value

The 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.

Keywords

Citation

Park, S., Lee, H.-W. and Nite, C. (2022), "When does highlighting effort or talent in fitness service providers' performance lead to customer compliance? The role of customers' implicit mindset", Journal of Service Theory and Practice, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JSTP-03-2022-0075

Publisher

:

Emerald Publishing Limited

Copyright © 2022, Emerald Publishing Limited

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