Perception and attribution of employees' effort and abilities

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Social Servicescape: The Impact of Social Factors on Restaurant Image and Behavioral Intentions (2015, methodology): “Previous research suggests the direct effects of the social factors within the service environment on satisfaction, loyalty, word-of-mouth behavior (Butcher, 2005; Gremler & Gwinner, 2000; Specht et al., 2007), and the company’s image (Baker et al., 1994; Nguyen & Leblanc, 2002).”
Investigating the Key Routes to Customer Delight (2011, background): “The impact of employee effort has been empirically illustrated directly and indirectly in several studies (Mohr and Bitner 1995; Roberts, Lapidus, and Chonko 1994; Specht, Fichtel, and Meyer 2007).”
Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success (2020, background): “Customers spontaneously and explicitly judge employees’ effort and abilities during the service provision, both for positive and negative outcomes (Specht et al., 2007).”