The Relationship between Organizational Feedback Mechanisms, Employee Use, and Organizational Outcomes.
AIR FORCE INST OF TECH WRIGHT-PATTERSON AFB OHIO
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This exploratory study examines questions of feedback system use and related impact on employees and organizations. Four such mechanisms were examined a telephonic complaint channel, letters sent to the editors of employee newspapers, complaints voiced through interpersonal communication with an organizational ombudsman, and a job improvement suggestion program. Each system was evaluated in terms of individual perceived value, actual use, and derived satisfaction from system use. In addition, the utilization of these systems was associated with organizational stability and effectiveness variables. Major findings in this study are 1 The inspector general system, an ombudsman channel, is highly valued, carries messages perceived as significant, and has the greatest apparent impact on unit stability and effectiveness. 2 Neither the telephone nor the newspaper channels appeared to have any significant relationship with unit stability and effectiveness. 3 Unit effectiveness appears positively related to unit absenteeism. It appeared inversely related to unit attendance at military sick-call.
- Administration and Management
- Personnel Management and Labor Relations