Self-Solicited Feedback: Effects of Hourly Pay and Individual Monetary Incentive Pay

The frequency of feedback solicitation under hourly pay and individual monetary incentive pay conditions was examined. A between-subjects design was used with 30 college students in the two groups. Participants attended three experimental sessions and entered the cash value of simulated bank checks presented on a computer screen. Performance was higher for individuals who were paid incentives; however, participants who were paid incentives did not self-solicit feedback more than those who were paid hourly. Rather, participants in both groups solicited feedback quite frequently. Additionally, performance was not related to feedback solicitation. These results suggest that the incentives did not make feedback more reinforcing even though the incentives were functional rewards and the feedback was correlated with the amount of pay earned: the better the feedback, the more pay participants earned. The results also support the position that it may be necessary to pair objective feedback with an evaluative component to enhance performance.     

A Component Analysis of the Impact of Evaluative and Objective Feedback on Performance

Despite the frequency with which performance feedback interventions are used in organizational behavior management, component analyses of such feedback are rare. It has been suggested that evaluation of performance and objective details about performance are two necessary components for performance feedback. The present study was designed to help clarify which components are required for maximal effectiveness by comparing four conditions: (a) combined evaluative and objective feedback, (b) evaluative feedback alone, (c) objective feedback alone, and (d) no feedback. A total of 105 undergraduate students were recruited to work on a simulated bank check processing task while being exposed to one of the four feedback conditions. The number of checks correctly processed served as the dependent variable. Results suggest that a combination of objective and evaluative feedback is necessary for maximal performance.     

The Effects of Graphic Feedback,Goal Setting,and Manager Praise on Customer Service Behaviors

Abstract

The current study used a multiple baseline design to investigate the effects of graphic feedback, goal setting, and manager praise on customer service behaviors in a large retail setting. Direct observation of customer greeting, eye contact, and smiling was used to collect data. After baseline data were collected feedback graphs were posted twice each week in the employee break room. A second intervention phase included goal setting and manager praise. Goals were developed based on employees' prior performance and were posted on the graphs. Managers then delivered immediate, verbal praise to employees. Graphic feedback produced slight increases in the customer interaction variables in the front of stores 1 and 2. Another small increase in performance was seen in the back of store 1 and the front and back of store 2 with the implementation of the interventions.     

Prioritizing and Monitoring Concurrent Project Work: Effects on Switching Behavior

Project switching occurs when a multi‐project worker shifts his/her attention from one project to another before completing the first project. In this study, we study the effects of two areas of management policy on project switching behavior, project prioritization, and work monitoring. We conduct a controlled experiment to evaluate direct and combined effects of prioritization, scheduled progress checks, and managerial progress checks on project switching behavior in a distributed, multi‐project work environment. We use computerized tasks constituting multiple projects as a means of efficiently simulating a project work setting. Working professionals served as subjects for the experiment, thereby enabling us to control for experience and other individual differences that may vary across workers in real‐world projects. We find that clarifying priorities has little overall effect on the prevalence of switching in our multi‐project setting, while the presence of managerial progress checks has significant and distinct impacts, driving up switch tendencies. Interestingly, various attributes of the timing of these monitoring events also significantly impact the likelihood that workers will switch in response to these event triggers. We discuss the implications of these findings for managerial practice and for future research.     

Combining Workstation Design and Performance Management to Increase Ergonomically Correct Computer Typing Postures

The effects of workstation changes and a performance management (PM) package on seven typing postures were examined for seven office workers. Workstation adjustments were implemented first. Two participants increased five safe postures by 50% or more. The effects of a PM package on postures that did not improve by 50% were then examined using a multiple baseline design across participants. The PM package included information, feedback, and praise. Composite percent safe scores for postures targeted in the PM package increased for all seven participants, with increases ranging from 54% to 80%. Results suggest that it is beneficial to combine ergonomic design and performance management in office ergonomic programs.     

The Role of Effort in Shifting Preference for Feedback Stimuli

ABSTRACT

Researchers have examined preference for the format of delivery of feedback, however little research has examined strategies to increase feedback and praise desirability. The current study aimed to evaluate whether preference shifted for stimuli that signaled work and for manager-praise stimuli that were delivered after work. Moreover, we sought to understand if these preference shifts were greater when the work was higher-effort compared to lower-effort work tasks (a phenomenon described in the basic literature as within-trial contrast). The study took place in a simulated work environment. Sixteen university students clicked on a shape that produced the work task, completed a mock medical data-entry task, and received manager-praise on an FR1 and FR20 schedule. At the start of the study and following each contingency exposure trials, they completed a preference assessment for both the shapes and the manager-feedback stimuli. The primary dependent variable was the percentage of preference change for two categories of stimuli – shapes presented at the beginning of trials that signaled which condition participants were in and manager-praise stimuli presented at the end of trials. Preference for the shape stimuli for both high- and low-effort stimuli decreased indicating that stimuli that signal work may become less preferred. Preference for the manager-praise stimuli for both high- and low-effort stimuli increased suggesting that stimuli that follow work may become more preferred. Overall, these data suggest that the conditions under which managers deliver feedback and praise may influence preference for those stimuli.     

Elite Recruitment and Political Stability: The Impact of the Abolition of China's Civil Service Exam

This paper studies how the abolition of an elite recruitment system—China's civil exam system that lasted over 1,300 years—affects political stability. Employing a panel data set across 262 prefectures and exploring the variations in the quotas on the entry‐level exam candidates, we find that higher quotas per capita were associated with a higher probability of revolution participation after the abolition and a higher incidence of uprisings in 1911 that marked the end of the 2,000 years of imperial rule. This finding is robust to various checks including using the number of small rivers and short‐run exam performance before the quota system as instruments. The patterns in the data appear most consistent with the interpretation that in regions with higher quotas per capita under the exam system, more would‐be elites were negatively affected by the abolition. In addition, we document that modern human capital in the form of those studying in Japan also contributed to the revolution and that social capital strengthened the effect of quotas on revolution participation.     

The Effects of Verbal and Written Supervisory Feedback on Staff Compliance with Assigned Prompted Voiding in a Nursing Home

We examined the effects of staff performance feedback delivered by a supervisor verbally, and combined with written feedback on geriatric nursing assistants' (GNAs) completion of assigned prompted voiding. The goal of the staff management procedures was to increase the frequency of prompted voiding which would consequently maintain improvements in continence brought about on a specialized continence unit. The basic staff management system included GNA self-monitoring of their performance of prompted voiding, periodic supervisory monitoring, and verbal and graphic feedback provided to all GNAs on their performance. At a later time, the staff management program was modified to include letters of praise or disapproval sent bi-weekly to all GNAs based on their performance of the prompted voiding procedure. Also, a letter was sent to all GNAs every three months summarizing their performance during this period. These summary letters were placed in the GNAs' personnel file and used as part of their annual performance evaluation. Results suggest that, although individual verbal feedback alone resulted in acceptable maintenance of prompted voiding, the addition of written feedback produced significant improvements in the number of assigned prompted voiding completed. This study displays the utility and practicality of employing formalized staff management procedures in nursing homes.     

Increasing Staff Completion of Civil Commitment Forms Through Instructions and Graphed Group Performance Feedback

ABSTRACT

A three-leg multiple baseline design across behaviors was used to assess the effects of an instruction-andfeedback package on correct completion of three required civil commitment forms by psychiatric emergency room personnel. The forms were for notices of rights, imminent harm applications, and witness lists. The intervention program consisted of an individualized training component and weekly group feedback via graphs. The instruction-and-feedback package produced immediate and significant increases in correct completion of all three commitment forms; the effects were maintained across six months of follow-up data collection. Discussion addressed the effectiveness of the package, the effects of participant drop-out, the functions of the instruction and feedback components of the package, and ethical concerns.     

Behavioral Safety in the Food Services Industry: Challenges and Outcomes

During the course of a 6-year behavioral safety consult at a food and drink industry site, data were collected on the number of Occupational Safety Health Administration (OSHA) recordable incidents, number of lost and restricted days, and number of peer safety observations. Employees were trained to identify safe and unsafe behavior, conduct peer observations, and provide peer feedback. Data collected from observations were utilized to deliver graphic feedback. Managers were encouraged to review graphic feedback with employees weekly, provide prompts for observation, and praise employees for conducting observations. A committee composed of employees and managers met monthly to address safety concerns. Reductions in incidents were observed over the course of the behavioral safety intervention, but a reversal to baseline could not be implemented. A negative correlation was observed between number of peer observations and number of recordable incidents. Results suggest that when employees conduct peer observations more frequently, the number of recordable incidents decreases.     

Increasing the Accuracy of Computerized Summaries of Court Case Activity

This study examined data reporting problems in a local trial court environment. Inaccuracies in computerized summaries of criminal court filing documents were chronic and created problems for other individuals in the judicial system. An error reduction management intervention employing monitoring, objectives, feedback, and praise was implemented in the Clerk's Office and two other county offices to increase the accuracy of the data reported. Data accuracy increased from 45% during baseline to 95% at follow-up. The contingencies within the court and the effect of these contingencies on the attempts of the researchers to implement the performance management program are discussed.     

A Behavioral Approach to Organizational Change: Reinforcing Those Responsible for Facilitating the Climate and Hence Promoting Diversity

Despite the passage of the U.S. Civil Rights Act in 1964, cries can still be heard for a more diverse workforce. Among the difficulties are retaining often sought-after women and minorities. In this 2-year demonstration, change agents—the provost, deans, and heads of departments/schools of a large public university—were helped to deliberately and directly change the milieu of their departments and schools so as to encourage faculty to remain. Uniquely suited to organizational change, the behavioral approach identifies constructive actions for change agents and, most importantly, provides proven strategies for motivating them. Fostering a supportive climate was defined in terms of change agents’ behaviors. The Building Behaviorally Based Climate Survey was developed and validated. Recognition and feedback were provided in what is typically a feedback desert. This reinforcement model can be used to create and sustain inviting atmospheres, hence enticing all faculty, including women and minority faculty, to stay, hence enabling a diverse workforce.     

Strategic planning for the armed forces

The author points out that in most countries the defence department is a very large ‘business’. He claims that, although long-range planning in the Canadian Department of National Defence may not be perfect, it does follow the stages of traditional strategic planning. He describes these stages, pointing out some innovations which he feels could be of value to other government departments in other countries as well as to large corporations in the private sector. He emphasizes the importance of feedback and describes ‘capability components’ which have been developed in the Canadian defence department to replace the traditional thinking in terms of ‘Army, Navy, Air Force’. Each capability component focuses on the required output/result and has a sponsor who is responsible for developing plans for the long-term ‘state of health’ of his capability component. Overall, the author makes a strong case for forward-looking and results-oriented strategic planning.     

Increasing the Accuracy of EpiPen Administration With a Brief Behavioral Skills Training Package in a School for Autism

Behavioral staff at a school for children with autism investigated the effects of a brief behavioral skills training procedure to promote the appropriate administration of the EpiPen in an emergency situation by school staff. A 10-item task analysis was created outlining the steps required to use the EpiPen effectively and safely and was validated by the school’s registered nurse. Following a pretest in which members of both groups completed a minimal number of steps, the experimental group was trained via instructions, modeling, praise, feedback, and role playing to correctly use the EpiPen whereas the control group received no such training. Posttest scores indicated that the brief intervention was an effective means of teaching appropriate administration of the EpiPen with school staff.     

Improving Program Outcome with Process-Based Performance Feedback

Abstract

Two studies, using an across participants multiple baseline design, assessed effects of different amounts of process and outcome performance feedback on instructor and child behavior in an early intervention program. Seven instructors, mostly university students, and one child with autism were observed over a 4 month period on measures of instructors' verbal instructions, prompts, and consequences, and correct child behavior. In Study 1, performance feedback contained verbal, written, and graphic information on instructor (process) and child (outcome) behavior, whereas in Study 2, only verbal process information was provided. Results show that both feedback procedures were equally effective in increasing correct instructor performance and correct child behavior. Conclusions are (a) that verbal process feedback alone was as effective as an extensive process plus outcome feedback, but easier to use and more efficient, and (b) that measures of performance error proved useful in detecting feedback effects on instructor behaviors that varied across time and program changes.     

Modeling Reputation as a Time‐Series: Evaluating the Risk of Purchase Decisions on eBay*

Reputation systems based on buyer feedback play an important role in today's online markets. In this article, we provide a rigorous methodology to establish a relationship between a seller's feedback history and risk of default. We validate this method against eBay's reputation system, using a dataset of terminated users (Not‐A‐Registered‐User or NARU) and the feedback left for them by buyers. By treating feedback rating data as a function of time, we characterize the tendency of change in seller feedback ratings in order to predict the behavior of a seller. We find that NARU sellers have significantly more negative feedback in their final weeks. Applying functional principal component analysis and classification tree methods, we find that when projecting the feedback data to an appropriate space, NARU and non‐NARU sellers can be distinguished at better than 92% accuracy. We use this to provide a quantitative mechanism for evaluating the risk of trading with a seller who has less than perfect feedback, and offer advice on how much a buyer should offer to pay, given an asking price on a commodity item and a seller's feedback history.     

The Impact of a Task Clarification and Feedback Intervention on Restaurant Service Quality

Customer service is a key aspect of restaurant success, as performance has shown a reliable positive relationship with customer retention. However, waitstaff performance may deteriorate, as income from gratuities is often unrelated to service quality. The present study investigated the effectiveness of an intervention consisting of task clarification and task-specific feedback on restaurant service tasks and observed the relationship between task completion and gratuities. Three adult women servers participated during their regular working shifts at a local dine-in restaurant. Initially customer service task completion was low (36% on average across participants). Performance increased immediately following the introduction of the intervention, and all participants maintained 87.5%–100% task completion. Correlational analyses found that gratuities were unrelated to performance and may thus pose a problem for performance maintenance. Implications relating to feedback and payment schedules are discussed.     

The Effects of Attendance-Contingent Feedback and Praise on Attendance and Work Efficiency

Absenteeism continues to be a major problem for large segments of business and industry. Operant procedures have been used successfully to correct this problem, but most programs have used various forms of monetary reinforces. Applied research also has yet to examine the relationship between attendance and employee productivity. The present research uses feedback and social reinforcement to improve attendance, and examines attendance levels as they relate to worker efficiency. The findings of this study suggest that although there might be a slight increase in individual efficiency when absenteeism decreases, the relation between attendance and worker efficiency is not simple.     

An Evaluation of the Effectiveness of an Automated Observation and Feedback System on Safe Sitting Postures

This study evaluated the effectiveness of an automated observation and feedback system in improving safe sitting postures. Participants were four office workers. The dependent variables were the percentages of time participants spent in five safe body positions during experimental sessions. We used a multiple-baseline design counterbalanced across participants to test the system's effectiveness in delivering two types of feedback. For two participants, delayed/low-density feedback was introduced after baseline and immediate/high-density feedback was added in the next phase. For the other two participants, the sequence of implementing the feedback types was reversed. Results indicated that both delayed/low-density feedback and immediate/high-density feedback consistently improved participant postures and that immediate/high-density feedback was more effective than delayed/low-density feedback. The benefits of the automated system of postural data collection are discussed.     

Compensation for elected hospital medical staff leadership

As physicians' practices become more complex and their practice incomes more difficult to maintain, hospitals concurrently require more physician input into organizational, utilization, and strategic planning matters. Physicians and hospitals across the country are discussing the question of financial compensation to physicians for the time they spend performing these hospital administrative tasks. It is already common practice for hospitals to pay a salary for medical direction of hospital departments such as intensive care units or pulmonary laboratories. The question has become whether this practice should be extended to elected medical staff leadership.