Assessment of client/patient satisfaction: development of a general scale

The development and shaping of a general scale to assess client/patient satisfaction is reported. The scale, the CSQ, was constructed empirically by the authors. The CSQ is a response to several problems and issues that currently cloud the measurement of consumer satisfaction in health and human service systems. These problems and issues in assessing satisfaction are described. Finally, we present practical expriences to date in using the CSQ along with general psychometric qualities of the scale and correlations of CSQ results with client characteristics, service utilization, and service outcomes.     

Possible causes of tax evasion

Only a limited number of empirical investigations, into possible causes of tax evasion, have been carried out. Most of these have been conducted since 1970 and they have been carried out in countries other than Australia. Much of the published research was reviewed lo develop a set of hypotheses which were then tested with Australian data. The results of those tests are reported in this article. It appears that several things might influence taxpayer's behaviour and in Australia, the exchange indicator could be one of the important influences.     

Tracing developmental trends in Ira Gordon's programs for children and families

Ira Gordon's work in the area of child and family services is traced for six of his programs according to two main trends: (1) perceptions of families through the years and the changing roles of parents in the education of their children; and (2) curriculum changes in activities brought into homes. Gordon's programs, some being initiated as early as 1966, focused upon parents, infants, toddlers, and school-age children and utilized home visitations as a major intervention strategy. Evidence of successes reported for these programs has shown the impact of early intervention upon children as well as their families, school, and community.     

Applicability of multiple matrix sampling to estimating effectiveness of educational programs

When evaluating the effectiveness of an educational program, a sampling strategy known as “multiple matrix sampling” is particularly effective and efficient when the goal of the evaluation is estimating group (as opposed to individual) performance. Although this technique involves sampling both program participants and items and, subsequently, different participants being assessed over different sets of items, the results may be used to estimate those which would have been obtained had all participants been administered all items. The technique is here described in some detail, with advantages and disadvantages discussed, and examples of its application are given.     

Informant accuracy in social network data IV: a comparison of clique-level structure in behavioral and cognitive network data

This paper examines whether clique-structure in cognitive data (i.e. recall of who one talks to) may be used as a proxy for clique-structure in behavioral data (i.e. who one actually talks to). The answer to this question is crucial to much of sociometric and social net-theoretic studies of social structure.We analysed the clique structures of the communication patterns of four naturally occurring groups of sizes 34 to 58, whose actual communications could easily be monitored, together with the groups' perceptions of their communications. The groups used were: radio hams, a college fraternity, a group of office workers, and an academic department. The analysis used clique-finding, block-modelling, and factor-analytic techniques, all employed in such a way as to maximize the accuracy of the cognitive data.After defining a way to compare clique structures between behavioral and cognitive data, we found that there was no useful relationship between the two, and furthermore there was no significant difference in performance between any of the structure-finding algorithms.We conclude that cognitive data may not be used for drawing any conclusions about behavioral social structure.     

How changes in price and salary affect economic satisfaction: Information integration models and inference processes

Preliminary studies demonstrated the interactive effects of changes in salary and inflation rate on feelings of personal satisfaction, and showed that the effects of price increases in different cost categories could he described by a weighted average model. Participants in the main study were presented with varying hypothetical economic situations which included salary changes (raises) as well as specific price changes. A ratio model was found to describe how raise levels and price increases were combined. The rationality of this model was discussed in terms of how variations in price and income would affect the amount of a given commodity that could he purchased. On some trials only partial information was presented. Low ratings of personal satisfaction were produced when information about raises was missing, and high ratings were produced when information about price increases was missing. These results were discussed in terms of inferences people make when a key source of information is missing.     

The roles of inflation and consumer sentiment in explaining Australian consumption and savings patterns

Qualitative and quantitative measures of inflation, unemployment and consumer sentiment are incorporated into traditional models of the allocation of consumers' income. Quarterly survey data collected by the Melbourne Institute of Applied Economic and Social Research are used. Both current and expected levels of variables are considered.Equations are estimated for expenditure on motor vehicles, household durabls and non-durable goods as well as for household saving. The non-traditional variables are found to be significant, although the traditional price and income variables still dominate. In several cases qualitative variables prove to be superior to their quantitative counterparts.     

Perception of changes in the cost of living

A survey of 122 Christchurch residents revealed systematic underestimation of the extent to which costs in New Zealand have risen during the period 1967–1983. The extent of the underestimation was largely unaffected by demographic and attitudinal variables measured and was not reflected in or related to estimates of the inflation rate. The results are consistent with previous experimental work showing systematic misperception of exponential growth.     

The foster care system simulation: Evaluation of a training innovation

Although foster care is often spoken of as a system with many interactive facets, foster care personnel often carry out their specific roles with little understanding or consideration of the ultimate impact of that system. A simulation of public foster care service delivery designed to sensitize participants to these interactions is described. Evaluation of the simulation's accuracy in portrayal of actual service delivery and a study of the kinds of learning demonstrated by participants at three points (pretest, posttest, and follow-up) are reported. Participants found the simulation an attractive training method, indicated a greater appreciation of system-wide foster care problems, and reported changes in foster care thinking and work, but other indicators of learning were inconsistent.     

Behavioral evaluation of a state program of deinstitutionalization of the developmentally disabled

The purpose of this study was to evaluate one phase of a statewide program of deinstitutionalizing developmentally disabled individuals. Forty adults who had spent a minimum of six months in community placements were evaluated with respect to changes in behavior associated with movement out of state institutions and into community settings such as group homes and day activity centers. Pre- and post-deinstitutionalization measures were taken with the Behavior Development Survey. Post-deinstitutionalization measures on Cataldo and Risley's Resident Activity Manifest were compared to the same measures obtained on 159 developmentally disabled individuals scheduled for deinstitutionalization. A consistent pattern of positive changes on both instruments favored deinstitutionalization, but changes could not be unequivocally attributed to movement out of the institutions per se.     

Evaluating employee assistance policy in an HMO-based alcoholism project.

One aspect of successful employee assistance program (EAP) implementation is the adoption of a formal, written policy, reflecting company commitment to EAP guidelines and goals. This study of criteria predictive of such policy adoption was conducted at the occupational alcoholism project of a New England health maintenance organization (HMO). Data on nearly 400 organizations contacted by occupational program consultants (OPCs) over a 20-month period were collected by questionnaire and interview. One third of these organizations adopted employee assistance policies and set about establishing formal programs. Stepwise multiple regression is the principal method used to pinpoint the correlates of policy adoption. Two of the most important of these are the attitudes of contact persons within the organization toward alcoholism and employee assistance programs, particularly their admission of alcohol problems within their social networks; and the consultants' persistence and marketing skills. The adopting organizations also had reputations for being progressive, and actively concerned about employee welfare; they tended to be large, their executives autonomous, and their union membership rates high. Inhibiting policy acceptance were fears that a written policy would jeopardize the reputation and image of the organization, and that an employee assistance program would remove internal control of personal procedures. The adequacy of the evaluative data and methods are discussed, and recommendations are offered in the interests of streamlining the efforts of OPCs and of achieving greater penetration of targeted organizations.     

The unacceptability of money as a gift

In four studies, subjects were asked whether money was an acceptable gift. In the first study, students stated that they would find it less acceptable to give their mothers a cheque than a gift token or a selected present; and that if they had to send a cheque they would spend more than twice as much on it as on the other sorts of gift. The second study confirmed these results on a larger, non-student sample of young adults, and also showed that it made no difference whether a cheque or cash was specified. In the third study, students were asked about the reasons why they would find it unacceptable to give or receive a cheque as a present. The most important reasons focused on the time and effort that ought to be spent on selecting a present, and the possibility that money sent as a gift might be used for mundane purchases. In the final study, mothers of students were asked about the kinds of presents they would find it acceptable to receive: they indicated that a cheque would be less acceptable than a selected present of a gift token, but they did not expect more to be spent on a cheque than on other gifts. Taken together, these results strongly confirm casual impressions that money is unacceptable as a gift in some contexts, implying both that the element of social exchange is crucially important in gift-giving, and that even in modern societies money is not a universally acceptable medium of exchange.     

Children's ideas about the bank and shop profit: Developmental stages and the influence of cognitive contrasts and conflict

Ninety-six Hong Kong boys, aged 6 to 13, were given a questionnaire dealing with the operation of the bank and shop transactions. The developmental progression in the understanding of the bank, though more complex in the Hong Kong sample, was essentially similar to that of a Scottish sample reported by Jahoda (1981). A full understanding of the bank emerged at age 10, while that of shop profit emerged at age 6, both showing a precocity over the Scottish sample. The study also considered the roles of cognitive differentiation and conflict, and experimentally tested for any new understanding that might result from the experience of cognitive contrasts and conflict. The experience was found to produce a significant improvement in the understanding of the bank among 10 to 13 year old boys, and of shop profit among 8 to 10 year old boys.     

Quality of life among U.S. Army spouses during the Iraq war

ABSTRACT

During the course of previous military conflicts, attention has been focused on separations experienced by service members and their loved ones. This study utilized the ABC-X model of Family Stress and Resiliency Theory to provide information about specific family and parental stressors, family coping, appraisal of stress and coping abilities, and quality of life for spouses at various stages of a recent military deployment. Three groups of spouses differed primarily for levels of family stress and quality of life. In addition to comparative analysis, path analyses were conducted for each group to determine the influence of stressors, coping, wellbeing, and sense of coherence on quality of life. The model for the group of spouses with service members deployed longest accounted for the greatest amount of variability in quality of life. Implications for family counseling, social work practice, and community policy have been provided.     

Equity, efficiency and inequality traps: A research agenda

This paper discusses a research agenda that arises from unanswered questions and unresolved issues considered in the World Bank’s World Development Report 2006: Equity and Development. After formalizing the key concepts of equity; equality of opportunity; and efficiency, and proposing a definition for an equitable development policy, the paper discusses the concept of inequality traps, around which the research agenda is structured. Four broad groups of research questions are highlighted: those revolving around the measurement of inequality of opportunity and the diagnostics for the existence of an inequality trap; those dealing with the causes of inequality traps; the quantification of their efficiency costs; and those related to how institutions (including governments) evolve to overcome inequality traps. Bourguignon and Ferreira are in the Development Economics Vice-Presidency, The World Bank. Michael Walton is at the John F. Kennedy School of Government, Harvard University. Together, they led the team that produced the World Bank’s World Development Report 2006: Equity and Development.     

Problems in being responsive: Reflections on an evaluation of a program for training motorcycle riders

This paper discusses some methodological issues arising from an evaluation of the Queensland Road Safety Council Motorcycle Training Program. The basic orientation of the evaluation was responsive/illuminative; responsive in the sense that the evaluation proceeded interactively, with appropriate issues and procedures identified and modified progressively through direct observation of the program and discussion with the participants; illuminative in the sense that the final report attempted to provide a detailed account of the program operation and of its strengths and weaknesses as perceived by various stakeholders. An account is given of the main considerations in designing, implementing, and reporting the evaluation. Implications for future evaluations are discussed.     

Longitudinal analysis of friendship networks

This note discusses and demonstrates methods, both exploratory and confirmatory, for analysing data from friendship networks collected over time. The focus is on stochastic models for dyadic interaction designed to quantify the structural effect of reciprocity on arc changes. The networks studied were previously analysed by Hallinan (Social Networks 1: 193–210) who was concerned with stability of dyadic choices and the direction of change of asymmetric dyads to either mutual or null dyads. These aspects of the networks are really of secondary importance to the effect of reciprocated choices on the probabilities of dyadic change. Measures of this ‘reciprocity effect’ are presented, and comments on the rationale for continuous-time Markov chains as models for networks are given.     

A behavioral model of the demand for consumer durables

It is argued that models of the demand for consumer durables would be strengthened by the introduction of a behavioral element reflecting the nature of the decision making process within the individual household. A possible behavioural model is described. It is suggested that this would consist of the following elements: general economic confidence of the consumer (derived from personal expectations and attitudes to the general economic situation): general durable purchasing orientation (including willingness to devote resources to durable purchasesand house moving expectations); specific product choice considerations (including orders of acquisition of new durables: the implicit depreciation of existing equipment; perceptions of the characteristics of new products; purchase expectations). Such a model is more extensive than that normally described by others working in this field. The interaction between the different variables is discussed. It is shown that all these elements can be estimated through regular surveys and so the model can be made operational for forecasting purposes. However, it needs to be recognised that there are also unexpected even as which will affect the outcome in individual circumstances and the nature of these is also considered.