Article1996

DESIGN, VALIDITY, AND USE OF STRATEGICALLY FOCUSED EMPLOYEE ATTITUDE SURVEYS

Benjamin Schneider · Steven D. Ashworth · A. Catherine Higgs · LINDA CARR

152 citations0/0 files storedPersonnel Psychology

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Employee Performance and Management Job Satisfaction and Organizational Behavior Management and Organizational Practices

Abstract

This paper presents logic, procedures, validity, and use of employee attitude surveys targeted on strategic objectives of the firm. The logic is that employees at the front line are in an optimal position to report on the degree to which strategic initiatives are being carried out. The procedure is to design survey questions that focus on the initiative rather than on employees' personal feelings or satisfaction. To validate employee reports, the relationships between those reports and customer satisfaction over four quarters of the use of the survey are shown. Evidence shows that the logical and empirical keying of employee surveys to strategic initiatives and objectives of the firm provide data of immediate use to management, in the present case to both marketing and human resources management.

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References

1977Handbook of Industrial and Organizational Psychology.1976The nature and causes of job satisfaction 1979Correlation and causality 1985Employee and customer perceptions of service in banks: Replication and extension.

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