Purpose – The purpose of this paper is to explore the role of self‐serving attributions by service providers in reaction to customers' perceived negative and positive behaviors. Design/methodology/approach – Questionnaires are completed by 398 service providers. Findings – The...

Purpose The purpose of this paper is to accelerate research related to the employee-facets of service management by summarizing current developments in multiple research streams, providing propositions, and articulating new directions for theory and empirical inquiry. Design/methodology/approach...