Full Answer Section

Human Behavior Communication Theory

The human behavior communication theory that I would use to analyze this experience is attribution theory. Attribution theory is a theory that explains how people make inferences about the causes of other people’s behavior.

In this case, the customer made an attribution about my behavior. They attributed my helpfulness to my personality. They thought that I was a patient and understanding person.

This attribution had a positive impact on the customer’s satisfaction with my service. They were more likely to be satisfied with my service because they believed that I was a helpful person.

Scholarly Research

There is scholarly research that supports the effectiveness of attribution theory. For example, a study by Jones and Nisbett (1972) found that people are more likely to attribute their own behavior to situational factors, while they are more likely to attribute other people’s behavior to dispositional factors.

This means that people are more likely to think that their own behavior is caused by external factors, such as the situation they are in. However, they are more likely to think that other people’s behavior is caused by internal factors, such as their personality.

This research suggests that attribution theory can be a powerful tool for understanding and influencing human behavior. By understanding how people make attributions, we can better understand their behavior and how to influence it.

Rationale for Effectiveness

I believe that attribution theory is an effective way to understand and analyze workplace experiences. This is because it can help us to understand how people make inferences about the causes of other people’s behavior.

By understanding how people make attributions, we can better understand their behavior and how to influence it. This can help us to create more effective workplace experiences for both employees and customers.