A manager is assessing an employee's excellent customer service feedback. Which of the following would cause the manager to make an internal attribution about this behavior?

Question

BlackTom AI · Accepted Answer

To determine when a manager makes an internal attribution about an employee's excellent customer service, we need to consider how consistent the behavior is across different situations.
Option 1: "The employee only receives good feedback with certain customers". This suggests the good feedback depends on which customer interacts with the employee, pointing to a situational or external factor rather than an internal trait. Therefore, this would not lead to an internal attribution.
Option 2: "None of these would cause the manager to make an internal attribution". This statement would be incorrect if any of the other options describe a consistent, cross-situation pattern that would justify attributing the behavior to internal causes. Since at least one option does, this cannot be the best choice.
Option 3: "The employee always receives good feedback from customers". Consistent, across various customers and interactions, implies a stable, internal quality such as ability or dispositions. This pattern is exactly what psychologists refer to when making an internal attribution—the behavior is attributed to internal factors of the person.
Option 4: "The good feedback is a one-time occurrence". A single instance is more compatible with external or situational explanations (e.g., a particularly easy customer or a one-off favorable interaction) rather than internal traits, so it would not support an internal attribution.

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A manager is assessing an employee's excellent customer service feedback. Which of the following would cause the manager to make an internal attribution about this behavior?

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