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Related Concept Videos

Attribution Theory00:56

Attribution Theory

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Behavior is a product of both the situation (e.g., cultural influences, social roles, and the presence of bystanders) and of the person (e.g., personality characteristics). Subfields of psychology tend to focus on one influence or behavior over others. Situationism is the view that our behavior and actions are determined by our immediate environment and surroundings. In contrast, dispositionism holds that our behavior is determined by internal factors (Heider, 1958).
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Fundamental Attribution Error01:14

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According to some social psychologists, people tend to overemphasize internal factors as explanations—or attributions—for the behavior of other people. They tend to assume that the behavior of another person is a trait of that person, and to underestimate the power of the situation on the behavior of others. They tend to fail to recognize when the behavior of another is due to situational variables, and thus to the person’s state. This erroneous assumption is...
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Obedience01:08

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According to obedience research, we may harm others under the forceful pressures of an authority figure (Milgram, 1974). How about if the inappropriate orders were delivered with less force? The increasing interdependence between nurses and physicians compelled Hofling and his colleagues to explore nurses’ reactions to a potentially harmful medical request made by the perceived authority figure, the doctor (Hofling, Brotzman, Dalrymple, Graves, & Pierce, 1966). In this situation,...
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Stereotype Content Model02:16

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Managing Impressions01:19

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Impression management encompasses individuals' deliberate efforts to shape how others perceive them during social interactions. This behavior is often employed to conform to social norms, secure approval, or pursue specific goals. While it involves selective self-presentation, it is not necessarily deceptive; individuals frequently present authentic aspects of themselves that align with situational demands.Common strategies include:Ingratiation: where individuals use flattery or agreeableness...
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Actor-Observer Effect01:23

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The actor-observer effect, a cognitive bias closely linked to the fundamental attribution error, refers to the tendency for individuals to attribute their behavior to external, situational factors while explaining others’ behavior in terms of internal, dispositional traits. This asymmetry in attribution significantly influences social perception and judgment.Cognitive Mechanisms Behind the EffectTwo primary psychological mechanisms contribute to the actor-observer effect: differences in...
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Related Experiment Video

Updated: May 5, 2026

Task Interruption and Resumption Paradigm for Testing the Activation and Pursuit of an Abstract Thinking Goal
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Understanding frontline employees' fuzzy request behavior based on image theory.

Xiaodong Li1, Jingwen Duan1, Qi Li2

  • 1School of Economics and Management, Anhui Polytechnic University, Wuhu, China.

Frontiers in Psychology
|January 30, 2026
PubMed
Summary

Frontline employees

Keywords:
frontline employeesfuzzy request behaviorimage theorystrategic imagetrajectory imagevalue image

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Area of Science:

  • Service Management
  • Organizational Behavior

Background:

  • Frontline employees (FLEs) frequently make "fuzzy requests" outside standard procedures.
  • The emergence and underlying dynamics of FLEs' fuzzy request behavior lack empirical explanation.
  • This study pioneers the application of image theory to understand FLEs' fuzzy requests.

Purpose of the Study:

  • To investigate the psychological mechanisms driving frontline employees' fuzzy request behavior.
  • To examine the mediating role of value and trajectory images in this behavior.
  • To explore the moderating effects of habit and service rule commitment.

Main Methods:

  • Survey data collected from 324 frontline employees in the restaurant industry.
  • Statistical analysis to test hypotheses regarding factors influencing fuzzy request behavior.
  • Image theory framework applied to analyze employee perceptions and behaviors.

Main Results:

  • Normative legitimacy, role confidence, expected responsiveness, and technical quality positively impact fuzzy requests.
  • Service rule commitment negatively impacts fuzzy requests.
  • Value image and trajectory image mediate the relationship between antecedents and fuzzy request behavior.
  • Habit and service rule commitment moderate specific relationships within the model.

Conclusions:

  • This research elucidates the mechanism behind frontline employees' fuzzy request emergence.
  • Findings offer critical managerial insights for effectively managing employee request behaviors.
  • Image theory provides a robust framework for understanding complex frontline employee actions.