PREDICTING JOB PERFORMANCE OF LOW INCOME WORKERS: THE WORK OPINION QUESTIONNAIRE

This study outlines the development of the Work Opinion Questionnaire (WOQ), a measure of job-related attitudes. The 35-item attitude measure was validated on 670 C.E.T.A. workers in a large midwestem city. The WOQ was effective in predicting job performance in entry level positions. Potential applications and limitations of the WOQ are discussed.     

LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION

Although a common theme in the service quality literature is that organizations must create and maintain a climate for service in order for employees to effectively deliver service, few studies exist that evaluate climate for service components against a criterion of customer satisfaction. The effectiveness of different aspects of a climate for service is evaluated by determining the relationships between service climate components and facets of customer satisfaction, as rated by 538 employees and 7,944 customers across 57 branches of a large bank. All service climate components were significantly related to at least one facet of customer satisfaction (e.g., teller service). Seeking and sharing information about customers' needs and expectations, training in delivering quality service, and rewarding and recognizing excellent service were the practices that were most highly related to satisfaction with service quality.     

Confusions and Conclusions: A Response to Doane

The purpose of this paper is to evaluate critically the logic and conclusions of Doane's article ( 14 ), and in so doing, to raise serious questions regarding her evaluation of the family interaction literature. In particular, we suggest that Doane's paper is characterized by (a) a confused and inaccurate presentation of previous reviews; (b) a vague and contradictory set of terms around which she attempts to recast previous findings; (c) an arbitrary and unsystematic selection of findings used to support suggestions regarding reliable group differences; (d) uncritical and erroneous interpretations of findings that ostensibly support suggested differences between groups; and (e) a superficial acceptance of recent family interaction data concerned with the relationship between communication deviance/clarity and psychopathology. We hope our detailed critique will stimulate other observers of family interaction research to contribute more accurate and significant perspectives to the field than those presented in Doane's review.     

VOCATIONAL INTERESTS, PERSONALITY AND EFFECTIVE POLICE PERFORMANCE

Scores on vocational interest inventories are commonly thought to be unrelated to job performance. A close examination of the literature suggests, however, that vocational scales other than those describing the occupational group in question may often predict job performance. A case in point is reported here, using Holland's Self Directed Search and two groups of policemen. Scores on the Artistic and Conventional scales consistently predict effective performance as a patrolman in this Realistic and Social occupation.     

SENIORITY: A REVIEW OF ITS LEGAL AND SCIENTIFIC STANDING

Though an important and widespread industrial relations concept, seniority has been a neglected subject of study by behavioral scientists. The purpose of this paper is to emphasize the importance of the topic by reviewing seniority's legal status in the management of human resources. Further, while there is little research on seniority per se, conjecture and empirical study on the concept's salient behavioral dimensions, viz., tenure and reward, were reviewed. Suggestions were offered for the methodological and theoretical aspects of future research on seniority.