...Measurement Scales Selection of a Measurement Scale Depends on Research Objectives Response Types Data Properties Number of dimensions Balanced or unbalanced Forced or unforced choices Number of scale points Rater errors Research Objectives To measure characteristics of participants To use participants as judges Response Types Rating Scale- an object Ranking Scale – Comparing exterior look of two cars Categorization- respondents ethnic background Sorting- sorting cards regarding features of a car Data Properties Nominal- data without order, distance or unique origin Ordinal- indicate more than or less than, but no distance or unique origin indication Interval – have order and distance but unique origin Ratio – have all these properties Number of Dimensions Uni dimensional Multidimensional Balanced or Unbalanced Balanced Rating Scale- has an equal number of categories above and below the mid point Unbalanced Rating Scale- has an unequal number of favorable and unfavorable response choices Examples Very Good – Good – Average – Poor – Very Poor Poor- Fair – Good- Very Good – Excellent Forced or Unforced Forced Unforced Forced Choices No options like – No opinion, undecided, don’t know, uncertain, neutral etc. When many participants do not have opinion, this may results in forced-choice scale bias Number of Scale Points Different scales needed...
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...ASSIGNMENT ON Quantitative techniques Topic: - Customer satisfaction towards services offered by Dell service centre. Name :- Rajani | BBA 4th sem | Roll no :- B76 | Section :-RT1909 | 11013933 | Questionnaire Topic: - Customer satisfaction towards services offered by Dell service centre. 1. Do you use Dell laptops or accessories? a) YES b) NO 2. Have you ever been to Dell service centre or experienced service offered by Dell? a) YES b) NO (if no, please return this questionnaire) 3. How many times you visited Dell service centre? a) Once b) Twice c) Experienced its online services only d) Never 4. According to you, how well Dell services satisfy customer needs? a) Maximum satisfaction b) Somewhat satisfied c) Satisfied d) Somewhat not satisfied e) Minimum satisfaction 5. Please indicate your preferences in respect of your satisfaction level regarding Dell different service by placing “1” as your most preferred and “6” as your least preferred ways. a) Dell Service Centers b) 30-Day Getting-Started Assistance c) 24/7 Comprehensive On-line Support. d) Telephone-based Assistance ...
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...Chapter 5 QUESTIONNAIRE DESIGN AND SCALE DEVELOPMENT Naresh K. Malhotra, Georgia Institute of Technology Introduction This chapter describes the importance of a questionnaire and presents the process for developing questionnaires and observational forms. Guidelines for questionnaire construction are provided at each stage of the process. In addition, commonly used scaling techniques and use of questionnaires in experimentation are discussed and the design of observational forms is presented.1 What Is a Questionnaire? A questionnaire is a formalized set of questions for obtaining information from respondents. The overriding objective is to translate the researcher’s information needs into a set of specific questions that respondents are willing and able to answer. While this may seem straightforward, questions may yield very different and unanticipated responses. For example, how would you answer the following question: "Which State is larger, California or Texas?" Would you answer based on population or area? Why Is a Questionnaire Important? A questionnaire is the main means of collecting quantitative primary data. A questionnaire enables quantitative data to be collected in a standardized way so that the data are internally consistent and coherent for analysis. Imagine how difficult it would be to analyze the data of a national survey conducted by 40 different interviewers if the questions had not been asked in a standard way, that is, if the interviewers had asked...
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...the response styles remain stable across altering stimulus formats and whether ignoring the influence of different response styles would make research findings reliable or not was tested in Diamantopoulos et al.´s (2006) study. The Rocereto at al. (2012) investigated the impact of different stimuli on the degree of extreme response style (ERS) or “the respondents´ tendency to use the extreme categories on rating scales” (Harzin et al. 2011, p.3), by using semantic differential and Likert- type scales. Dolnicar & Grün (2007) on the other hand, extended the investigation by analyzing full response patterns instead only extreme values. The purpose of this paper is to highlight the new insights the above mentioned papers delivered, to find out on which points the authors agreed/disagreed and to emphasize the meaning of results for the future work. Introduction and Findings The major issue of international researches, according to Diamantopoulos et al. (2006), is that international researchers cannot rely on the stability of the response styles across alternative forms of scale types, data collection methods etc. Researchers should be aware of the consequences that routinely adapted stimulus formats have on their research findings and interpretation of data collected. Several types of response styles mostly displayed in...
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...UNIT 6 ATTITUDE MEASUREMENT AND SCALES Objectives After reading this unit, you should be able to : • • • • describe the type of managerial research problems which utilise the tools of attitude measurement; discuss the type of issues which come up when one attempts the measurement of attitudes; explain the different attitude measurement scales, alongwith their strengths and limitations; decide for which type of research problems one should go in for specific scale or think of using multidimensional scaling. Attitude Measurement and Scales Structure 6.1 6.2 6.3 6.4 6.5 6.6 6.7 6.8 6.9 6.10 6.11 6.12 6.13 6.14 6.15 6.16 Introduction Attitudes, Attributes and Beliefs Issues in Attitude Measurement Scaling of Attitudes Deterministic Attitude Measurement Models : The Guttman Scale Thurstone's Equal-Appearing Interval Scale The Semantic Differential Scale Summative Models : The Likert Scale The Q-Sort Technique Multidimensional Scaling Selection of an Appropriate Attitude Measurement Scale Limitations of Attitude Measurement Scales Summary Key Words Self-assessment Exercises Further Readings 6.1 INTRODUCTION There are a number of management decisions which are taken in an organisation, from time to time. The decisions may relate to the acquisition or disposal of materials/machines, manufacturing or marketing of products, hiring or firing of employees, opening or closedown of plants, promotion or reversion of personnel, and so on. Some of these decisions may rely on data...
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...Behaviorally Anchored Rating Scales (BARS) Behaviorally Anchored Rating Scales(BARS) BARS refers to Behaviorally Anchored Rating Scales. It was developed by Smith and Kendall to provide a better method of rating employees. It differs from "standard" rating scales in one central respect, in that it focuses on behaviors that are determined to be important for completing a job task or doing the job properly, rather than looking at more general employee characteristics (e.g. personality, vague work habits). Behaviorally Anchored Rating Scales (BARS) are designed to bring the benefits of both qualitative and quantitative data to the employee appraisal process. BARS compare an individual’s performance against specific examples of behavior that are anchored to numerical ratings. For example, a level four rating for a nurse may require them to show sympathy to patients while a level six rating may require them to show higher levels of empathy and ensure this comes across in all dealings with the patient. There are different ways in effectively structuring a BARS system. They are 1. Identification of Critical Incidents: This step involves supervisors and other in authority identifying specific incidents of effective and unsatisfactory behavior. These incidents should be related to the job performance. 2. Selection of performance dimensions: These incidents are further dissected into performance dimensions. An average of 5 to 7 performance dimensions is ideal. This classification...
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...skills audits across departments or set groups for example. So, by doing so the business can see how much an individual has ‘grown’ in terms of intellect and the ability to get a job done. Skills Audit Collection The methods used to collect data for assessing skills audit, is no different than collecting data from other purposes such as market research for example. Methods may include; observations, a formal written questionnaire or even a test (IO for example) In order for a skills audit to be successful and for ease of collection and then collating the data there must be a means to show trends and compare different sets of data. Likert Scale – Gives the respondent the opportunity to give levels of agreement with a statement. Semantic Differential Scale – Respondents are asked to grade themselves (or peers) typically on a scale e.g. 1 – 5. Skills audits are carried out for many reasons and the main areas as to why are; that obviously the skills and competence of the person can be measured through a audit and to see if the person actually understands the role and that they have the write ‘skills’ needed for the job and qualifications accompanied...
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...Human Resource Management, 12e (Dessler) Chapter 9 Performance Management and Appraisal 1) Which of the following terms refers to the process of evaluating an employee's current and/or past performance relative to his or her performance standards? A) recruitment B) employee selection C) performance appraisal D) employee orientation E) organizational development Answer: C Explanation: Performance appraisal means evaluating an employee's current and/or past performance relative to his or her performance standards. Performance appraisal always involves setting work standards, assessing the employee's actual performance relative to those standards, and providing feedback to the employee. Diff: 1 Page Ref: 306 Chapter: 9 Objective: 1 Skill: Concept 2) The primary purpose of providing employees with feedback during a performance appraisal is to motivate employees to ________. A) apply for managerial positions B) remove any performance deficiencies C) revise their performance standards D) enroll in work-related training programs E) change their peer evaluation procedures Answer: B Explanation: The purpose of providing feedback to the employee is to motivate him or her to eliminate performance deficiencies or to continue to perform above par. Diff: 2 Page Ref: 306 Chapter: 9 Objective: 1 Skill: Concept 3) Which of the following is NOT one of the recommended guidelines for setting effective employee goals? A) assigning specific goals B) assigning measurable goals C) assigning...
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...measurement methods vary with goals and structure, organizations often use popular appraisal techniques such as the simple ranking and graphic rating scale methods. Accepted in many organizations, as a key performance analysis, is the simple ranking method. “Simple ranking requires managers to rank employees in their group from the highest performer to the poorest performer” (Managing Employees’ Performance, 2007, p.10). The process involves supervisors making judgments between employees under their supervision to determine the productivity of each member in comparison with other employees. Although popular, this technique lacks validity and can lead to a perception of favoritism in the workplace. Typical language in the ranking method, such as best or worst, does not specify what aspects of an employee’s performance need improvement or why. In addition, employees normally do not share equal skills, abilities, or roles; therefore, such comparisons may appear unfair and cause negative conflict. Last, the simple ranking method does not motivate employees to improve based on standards or organizational goals. If an employee’s objective is simply to out-perform his or her peers, he or she may lose focus on the importance of the task and fail to achieve his or her highest potential. In contrast to the simple ranking method, the graphic rating scale uses established standards and traits to determine the quality of an employee’s performance. This widely used...
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...Table of Content: I. Introduction: What is Performance Management? II. Purpose of Performance Management System III. Problems identified in Dubai Caterers Performance Management System IV. Advantages and Disadvantages of the current rating scale V. Ten Steps to Solve the current crisis VI. Conclusion and Identification of other problems I. Introduction: What is Performance Management? Performance Management is known as activities that focus on the job performance and evaluates it, precisely it has been defined as “strategic and integrated approach to increasing the effectiveness of organizations by improving the performance of the people who work in them and by developing the capabilities of teams and individual contributors” (Armstrong and Baron,1998). Performance Management is important for any organization as it aids in accomplishing organizational goals because through it employees can only be provided by appropriate and specific feedback to assist their career development and job performance. In addition to that it effectively evaluates employee behaviors with performance of specific objectives consistent with the work unit and organizational strategy. Moreover, performance deficiencies that may hinder accomplishing of organizational goals are addressed through employee development programs that meet the needs of the organization and the market. II. Purpose of Performance Management System Effective Performance Management Systems...
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...The job I have chosen for this paper is family therapy. Family therapists are certified psychological health specialists who work with individuals who have been through stressful situations; additionally, family therapists have the capability to give back to society, particularly those who undergo distress, whether it be infidelity, abuse of any kind, learning and behavioral disabilities, or desertion, just to name a few. “Family therapists work with various families and individuals to relieve and cure mental, emotional, and relational concerns of all kinds” (Cmft, 2010, Para. 2). To become a family therapist, it is essential to conduct a job analysis to comprehend what this job entails. To do this, it is imperative to find techniques that work best as well as to determine the reliability, validity, benefits, and vulnerabilities of these techniques. Job analysis is a process to establish and document the job relatedness of employment such as career development, selection, training, compensation, legalities, research, and performance appraisal (Job-analysis, 2000, Para. 1). Numerous methods exist to perform job analysis Job Components Inventory (JCI), Functional Job Analysis (FJA), Occupational Information Network (ONET), Position Analysis Questionnaire (PAQ), and task inventories. To help with a job analysis, O*NET system is one of the most able. O*NET is a specialized database, which offers information concerning job-related requirements and employee qualities. Regarding...
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...administrators to fill out the rating forms properly? Why? Why not? What additional actions (if any) do you think will be necessary? I don’t feel that the experts’ recommendations will be enough to get most of the administrators to fill out the rating forms properly. The managers would be pleased with the recommendation to withdraw Mr. Winchester’s forced ranking system but, would definitely challenge the idea of not tying salary increases to appraisal forms because it’s what they’ve always done (Dessler 2011). Before making this type of changes both management and employees should be trained so they could fully understand the new system. Do you think that Vice President Winchester would be better off dropping graphic rating forms, substituting instead one of the other techniques we discussed in this chapter, such as a ranking method? Why? I don’t think it’s a good idea to stop using it all at once since the secretaries got so upset they were picketing. They could use the current method but, more efficiently. The ranking method is not as simple as the graphic forms. In some cases it could cause disagreements among employees (Dessler 2011). What performance appraisal system would you develop for the secretaries if you were Rob Winchester? Defend your answer. The performance appraisal system that I would develop for the secretaries is the Graphic Rating Scale method. It is the simplest and most popular method for appraising performance. A graphic rating scale lists traits or performance...
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...identifying and describing specific incidents where employees did something really well or that needs improving during their performance period. Critical incident is a method used for many sectors. An incident is critical when it illustrates what the employers has done or failed to do. The critical incidents for performance appraisal are a method in which the manager writes down positive and negative performance behavior of employees throughout the performance period. Each employee will be evaluated as such and one’s performance appraisal will be based on the logs that are put in the evaluation form. The manager maintains logs on each employee, whereby he periodically records critical incidents of the workers behavior. At the end of the rating period, these recorded critical incidents are used in the evaluation of the workers’ performance. The critical incidents file of performance appraisal is a form of documentation that reflects all data about employee performances. Most frequently, the critical incidents technique of evaluation is applied to evaluate the performance of superiors rather than of peers of subordinates. Disadvantages of Critical Incident This method suffers however from the following limitations: • Critical incidents technique of evaluation is applied to evaluate the performance of superiors rather than of peers of subordinates. • Negative incidents may be more noticeable than positive incidents. • It results in very close supervision...
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...Performance Appraisals Performance Appraisals is one of the many tools given to managers from Human Resource department in order to evaluate the employees of an organization. Giving an effective Performance Appraisals (PA) is one the most critical duties of a supervisor or a manager. This process helps empower employees by making them feel as though they are an extension of the organization. By feeling as though they are a part of the organization employees tend to care more than just a paycheck or even benefits. According to the text the main purpose of PA is to evaluate employees' work performance. Performance appraisal is very useful for an organization to manage the employees in order to know the working performance of the employees. Performance appraisals help to build up individuals, improve organizational performance, and build strategic business planning, lead to a better performance and better management corporation. There are various forms of Performance appraisals of past job and setting of new goals, assessment of current salary levels or relation of performance to pay, assessment of training, needs, and identification of strategies for meeting them. There are performance appraisals of potential for promotion and development with succession planning, assessment of individual progress and assistance with career planning decisions, and enhancement of motivation and communication. Whatever the purpose is for the appraisals, if done accordingly both the employee...
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...peers, and support staff in other parts of the organization. Furthermore, the staff might behave differently around her supervisor than around other people. Consequently, to obtain an accurate view of the staff’s performance, these other sources should provide feedback. The buzzword for using multiple sources to appraise performance is 360-degree feedback (Gruner, 1997). Sources of relevant information include supervisors, peers, subordinates, customers, and self-appraisal. According to Conway and Huffcutt (1997), there is often very little agreement in the way that two supervisors evaluate an employee or that a supervisor and a peer might rate an employee. Interestingly, supervisors whose self-ratings agree with others’ ratings tend to be better performers than supervisors whose ratings are not consistent with...
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