Hu and colleagues (2001) studied how organizational citizens affect customer service. The conclusions they drew were limited because tellers were not...

Hu and colleagues (2001) studied how organizational citizens affect customer service. The conclusions they drew were limited because tellers were not randomly assigned to treatment conditions. How did they address such concerns?

Question 18 options:

Participants were randomly assigned to branches.

The branches selected were matched based on performance.

They controlled for important confounds using an ANCOVA.

They trained participants to have equal levels of citizenship behavior.