AN EXAMINATION OF THE RELATIONSHIP BETWEEN WORK GROUP CHARACTERISTICS AND PERFORMANCE: ONCE MORE INTO THE BREECH
研究了客服工作群体的特征与客观绩效及主管评分之间的关系，通过相关分析和因子分析发现特定群体特征与绩效指标相关，对理解群体有效性有参考价值。
This paper describes an investigation of the relationship between a measure of work group characteristics and both subjective and objective measures of group performance. To assess the relationship between the work group characteristics and performance, objective performance data and manager ratings were collected for customer service work groups who completed the measure. Correlational analyses provided evidence of a relationship between specific work group characteristics and various performance measures. In addition, a factor analysis of the measure provided a more parsimonious set of dimensions that were also related to the criterion measures. The results are discussed in terms of the factors related to work group effectiveness and their relevance to work groups in various types of organizations.