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Direct linkMihalic, Maria T.; Ludwig, Timothy D. – Journal of Organizational Behavior Management, 2009
Behavioral Systems rely on valid measurement systems to manage processes and feedback and to deliver contingencies. An examination of measurement system components designed to track customer service quality of furniture delivery drivers revealed the measurement system failed to capture information it was designed to measure. A reason for this…
Descriptors: Measurement Techniques, Behavioral Science Research, Delivery Systems, Systems Analysis
