REVIEWS THE LITERATURE RELATING TO THE JOB ENLARGEMENT THESIS AND JOB SIZE TO JOB SATISFACTION AND BEHAVIOR. IT IS CONCLUDED THAT THE POSITIVE RELATIONSHIP BETWEEN JOB SIZE AND JOB SATISFACTION CANNOT BE ASSUMED TO BE GENERAL BUT RATHER IS DEPENDENT TO A GREAT EXTENT ON THE BACKGROUNDS OF THE WORKERS IN THE SAMPLE. EVIDENCE IS ALSO REVIEWED WHICH INDICATES THAT THE HYPOTHESIZED RELATIONSHIPS BETWEEN REPETITION AND MONOTONY, MONOTONY AND SATISFACTION, AND SATISFACTION AND BEHAVIOR MUST BE QUESTIONED. ALSO, A MODEL WHICH RELATES JOB SIZE TO SATISFACTION DEPENDING ON A 3RD VARIABLE (ALIENATION OF THE WORKERS FROM MIDDLE CLASS WORK-RELATED VALUES AND NORMS) IS PRESENTED. THIS MODEL ADEQUATELY ACCOUNTS FOR MOST OF THE PROBLEMS AND CONTRADICTIONS WHICH EXIST IN THE LITERATURE. (61 REF.)

The effects of realistic job previews (RJPs) were studied with a sample of 842 candidates for telephone service representative. Two types of preview, a film and job visit, were used. Results showed no significant differences between RJP candidates and control candidates with respect to job acceptance, met expectations, job commitment and turnover. Because the findings were at ' The authors wish to thank Mary Tenopyr for her help and advice through the course of this study and Robert Rosenthal and Michael Muller for their helpful suggestions regarding data analysis.

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As a result of upper level management interest in improving customer service in a fast foods restaurant, a behavioral program was designed t o measure and improve one aspect of service, the friendliness of front-line personlie1 (N = I I). Friendliness was defined behaviorally and measured using an interval recording system. A multiple-baseline design across areas within the restaurant was employed. During the program, desired behaviors were defined and rehearsed, cues were provided (e.g., after greeting customers), and the behaviors were followed by consequences that came from the manager (e.g., recognition), customers (c.g., smiling back), and the employees themselves (e.g., checkmarks). The interventions were successful in one area and partially successful in another. Suggestions are made for future research on the subject of customer service.

Previous investigators have questioned the usefulness of weighting by importance when combining measures of satisfaction with job aspects into a measure of overall satisfaction. Data are presented that call into question the validity of the information that is used for impprtance weighting. The model of cognitive behavior that relates the importance of job aspects to the evaluation of overall job attitude should be revised.