Accession Number:

ADA200799

Title:

Some Relationships among Unit Subsystem Characteristics, Unit Task Characteristics, and Unit Effectiveness

Descriptive Note:

Final rept. 15 Sep 85-13 Sep 87

Corporate Author:

MARYLAND UNIV COLLEGE PARK DEPT OF PSYCHOLOGY

Personal Author(s):

Report Date:

1988-10-01

Pagination or Media Count:

130.0

Abstract:

Relationships among the task structure of a job, the characteristics of the setting in which the job is embedded, and the work unit effectiveness, were examined. Theory has suggested that the wat the job is dome mediates the relationship between the characteristics of the work unit and customer satisfaction. The research was conducted in a national service organization and involved 272 job incumbents and 41 supervisors. Results indicated that the performance of customer tasks was positively related to customer satisfaction reports but unrelated to supervisory ratings. Performance of repair tasks was positively related to supervisory ratings but unrelated to customer satisfaction reports. The practice of good personnel policies was positively, and significantly related to both types of tasks. The full model was not supported by these data. Discussion is focussed on managements role in designing jobs abd establishing other policies, practices, and procedures that will facilitate good customer service. Keywords Work facilitation, Work inhibition, Climate, Job design, Effectiveness, Subsystems. SDW

Subject Categories:

  • Psychology
  • Personnel Management and Labor Relations

Distribution Statement:

APPROVED FOR PUBLIC RELEASE