The psychologist's role in measuring and improving customer satisfaction.

Shahani-Denning, Comila; Barriere, Michael; Shapiro, Terri; Kaplan, Ira; Metlay, William

doi:10.1037//1061-4087.51.1.37

Consulting Psychology Journal: Practice and Research

1999

DOI: 10.1037//1061-4087.51.1.37

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The psychologist's role in measuring and improving customer satisfaction.

Comila Shahani-Denning¹,

Michael Barriere²,

Terri Shapiro³

et al.

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2006

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How different survey techniques can impact consultant recommendations: A scientist-practitioner study comparing two popular methods.

Westaby

2006

Consulting Psychology Journal: Practice and Research

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Very little research has compared how consultant survey methods may result in different recommendations for change. This study compared the job satisfaction method to the reason method to understand employee turnover motives. To control for content, measures from both methods were applied to the same attribute categories, such as job pay, the work itself, and job security. Results indicated that the reason approach demonstrated considerably more predictive validity than the job satisfaction approach and provided unique insight into specific turnover motives (e.g., salary and supervisor relationships). These results directly impacted subsequent intervention choices of the client. Results suggest that consultants can generate even better recommendations for clients if they include reason scales in their survey-based projects.

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How different survey techniques can impact consultant recommendations: A scientist-practitioner study comparing two popular methods.

Westaby

2006

Consulting Psychology Journal: Practice and Research

View full text Add to dashboard Cite

show abstract

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The psychologist's role in measuring and improving customer satisfaction.

Cited by 1 publication

References 11 publications

How different survey techniques can impact consultant recommendations: A scientist-practitioner study comparing two popular methods.

How different survey techniques can impact consultant recommendations: A scientist-practitioner study comparing two popular methods.

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