Literaturnachweis - Detailanzeige
| Autor/inn/en | Mihalic, Maria T.; Ludwig, Timothy D. |
|---|---|
| Titel | Behavioral System Feedback Measurement Failure: Sweeping Quality under the Rug |
| Quelle | In: Journal of Organizational Behavior Management, 29 (2009) 2, S.155-174 (20 Seiten)
PDF als Volltext |
| Sprache | englisch |
| Dokumenttyp | gedruckt; online; Zeitschriftenaufsatz |
| ISSN | 0160-8061 |
| Schlagwörter | Measurement Techniques; Behavioral Science Research; Delivery Systems; Systems Analysis; Social Adjustment; Industrial Psychology; Feedback (Response); Organizational Culture; Compliance (Psychology); Incentives; Coding; Content Validity; Interrater Reliability; Vertical Organization; Misconceptions |
| Abstract | Behavioral Systems rely on valid measurement systems to manage processes and feedback and to deliver contingencies. An examination of measurement system components designed to track customer service quality of furniture delivery drivers revealed the measurement system failed to capture information it was designed to measure. A reason for this failure was an inadequate design, which resulted in sabotage of the measurement system by agents in the organization. The failure of this measurement system led to the ineffective operation of business processes and related systems. For example, a bonus pay system and a disincentive system were disabled due to the faulty measurement system. Suggestions for the development of a valid measurement system are offered. (Contains 1 figure.) (As Provided). |
| Anmerkungen | Routledge. Available from: Taylor & Francis, Ltd. 325 Chestnut Street Suite 800, Philadelphia, PA 19106. Tel: 800-354-1420; Fax: 215-625-2940; Web site: http://www.tandf.co.uk/journals |
| Erfasst von | ERIC (Education Resources Information Center), Washington, DC |
| Update | 2017/4/10 |
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