Survey feedback improves service quality perceptions among employees of an NGO: an organizational-level positive intervention
通过随机对照试验，发现员工会低估自己提供的服务质量，而参与调查反馈会议能显著改善员工对关系服务质量的感知，对非政府组织管理者有参考价值。
The goal of this research study is to examine whether employees’ service quality perceptions improve after they participate in survey-feedback sessions. We tested an organizational-level positive intervention with the participation of 49 small organizations pertaining to an NGO for individuals with intellectual disabilities. Data were collected from employees (n = 430) and family members (n = 625), then informing employees about service quality perceptions. We hypothesized that, compared to family members, employees would underestimate the service quality they deliver, and that survey-feedback sessions would help to improve employees’ perceptions. We conducted a randomized controlled trial study, analyzing data at the organizational level. Randomly selected participants – employees and family members – were asked to assess functional and relational service quality (T1). One month later, 25 organizations participated in a survey-feedback session. Data were collected again 4 months after the first assessment (T2) in both the survey-feedback and control conditions. The t-test and ANOVA analyses showed that employees underestimate their service quality, and that survey feedback improves their relational service quality perceptions. The manuscript concludes with theoretical and practical implications of the study.