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

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 management's 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)

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Document Details

Document Type
Technical Report
Publication Date
Oct 01, 1988
Accession Number
ADA200799

Entities

People

  • Anne Moeller

Organizations

  • University of Maryland

Tags

DTIC Thesaurus Topics

  • Applied Psychology
  • Construction
  • Customer Services
  • Databases
  • Electronic Equipment
  • Employment
  • Human Behavior
  • Human Resources
  • Job Analysis
  • Management Personnel
  • New York
  • Organizational Structure
  • Personality
  • Personnel Management
  • Psychology
  • Social Psychology
  • Task Performance And Analysis

Readers

  • Logistics and Supply Chain Management.
  • Organizational Psychology.