DOI QR코드

DOI QR Code

The Relative Effects of the Feedback Delivery Method(Face-to-Face vs. e-mail) and Reinforcement History on Quality Control Work Performance

피드백 제공방식과 강화 경험이 품질관리 수행에 미치는 효과

  • 채송화 (서울시립대학교 입학사정관) ;
  • 오세진 (중앙대학교 심리학과)
  • Received : 2016.07.22
  • Accepted : 2016.08.31
  • Published : 2016.09.28

Abstract

This study examined the relative effects of different feedback delivery method (face-to-face vs. e-mail) and reinforcement history on work performance. Participants were asked to work on a simulated mobile phone assembly task. They performed for 30 minutes per session and attended 4 sessions. The dependents variable was the percentage of correctly completed work tasks. Of 100 participants recruited, 50 had a reinforcement history and another 50 had no reinforcement history with the feedback provider in this study. The participants in each group were randomly assigned into two experimental conditions: face-to-face feedback and e-mail feedback. The results showed that for the participants who had reinforcement history, the two feedback delivery methods did not produce a significant difference in the percentage of correctly completed work tasks. However, for those who had no reinforcement history, the two feedback methods did produce a significant difference.

Keywords

face-to-face Feedback;e-mail Feedback;Reinforcement History

Acknowledgement

Supported by : 중앙대학교

References

  1. Wolrd Bank, World Development Indicators, 2015. http://www.index.go.kr/potal/main/EachDtlPageDetail.doidx_cd=2887&isframe=1
  2. 대한무역투자진흥공사, "Global Market Report주요국의 제조업 육성정책과 시사점," 제15권, 제38호, 2015.
  3. A. C. Daniels and J. E. Daniels, Performance management: Changing behavior that drives organizational effectiveness, 4th. Atlanta: Performance Management Publications, a division of Aubrey Daniels International, Inc., 2004.
  4. M. A. Mason and W. K. Redmon, "Effects of immediate versus delayed feedback on error detection accuracy in a quality control simulation," Journal of Organizational Behavior Management, Vol.13, No.1, pp.49-83, 1993. https://doi.org/10.1300/J075v13n01_05
  5. D. Tittelbach, L. Fields, and A. M. Alvero, "Effects of performance feedback on typing speed and accuracy," Journal of Organizational Behavior Management, Vol.27, No.4, pp.29-52, 2008. https://doi.org/10.1300/J075v27n04_02
  6. A. M. Alvero, B. R. Bucklin, and J. Austin, "An objective review of the effectiveness and essential characteristics of performance feedback in organizational settings (1985-1998)," Journal of Organizational Behavior Management, Vol.21, No.1, pp.3-29, 2001.
  7. S. M. Berger and T. D. Ludwig, "Reducing warehouse employee errors using voice-assisted technology that provided immediate feedback," Journal of Organizational Behavior Management, Vol.27, No.1, pp.1-31, 2007.
  8. D. T. Goomas, "Replacing voice input with technology that provided immediate visual and audio feedback to reduce employee errors," Journal of Organizational Behavior Management, Vol.30, No.1, pp.26-37, 2010. https://doi.org/10.1080/01608060903472478
  9. F. Balcazar, B. L. Hopkins, and Y. Suarez, "A critical, objective review of performance feedback," Journal of Organizational Behavior Management, Vol.7, No.3-4, pp.65-89, 1985.
  10. L. Carswell, P. Thomas, M. Petre, B. Price, and M. Richards, "Distance education via the Internet: The student experience," British Journal of Educational Technology, Vol.31, No.1, pp.29-46, 2000. https://doi.org/10.1111/1467-8535.00133
  11. R. DeBard and S. Guidera, "Adapting asynchronous communication to meet the seven principles of effective teaching," Journal of Educational Technology Systems, Vol.28, No.3, pp.219-230, 2000. https://doi.org/10.2190/W1U9-CB67-59W0-74LH
  12. F. Y. Yu and H. J. J. Yu, "Incorporating e-mail into the learning process: its impact on student academic achievement and attitudes," Computers & Education, Vol.38, No.1, pp.117-126, 2002. https://doi.org/10.1016/S0360-1315(01)00085-9
  13. S. M. Barton and M. Wolery, "Evaluation of e-mail feedback in the verbal behaviors of pre-service teacheres," Journal of Early Intervention, Vol.30, No.1, pp.55-72, 2007. https://doi.org/10.1177/105381510703000105
  14. D. A. Johnson, "A component analysis of the impact of evaluative and objective feedback on performance," Journal of Organizational Behavior Management, Vol.33, No.2, pp.89-103, 2013. https://doi.org/10.1080/01608061.2013.785879
  15. D. A. Johnson, A. M. Dickinson, and B. E. Huitema, "The effects of objective feedback on performance when individuals receive fixed and individual incentive pay," Performance Improvement Quarterly, Vol.20, No.3, pp.53-74, 2008. https://doi.org/10.1002/piq.20003
  16. D. M. Prue and J. A. Fairbank, "Performance feedback in organizational behavior management: A review," Journal of Organizational Behavior Management, Vol.3, No.1, pp.1-16, 1981.
  17. C. S. P. Pipkin and T. R. Vollmer, "Applied implications of reinforcement history effects," Journal of applied behavior analysis, Vol.42, No.1, pp.83-103, 2009. https://doi.org/10.1901/jaba.2009.42-83
  18. A. N. Kluger and S. Adler, "Person-versus computer-mediated feedback," Computers in Human Behavior, Vol.9, No.1, pp.1-16, 1993. https://doi.org/10.1016/0747-5632(93)90017-M
  19. P. C. Earley, "Computer-generated performance feedback in the magazine-subscription industry," Organizational Behavior and Human Decision Processes, Vol.41, No.1, pp.50-64, 1988. https://doi.org/10.1016/0749-5978(88)90046-5
  20. M. A. Mason and W. K. Redmon, "Effects of immediate versus delayed feedback on error detection accuracy in a quality control simulation," Journal of Organizational Behavior Management, Vol.13, No.1, pp.49-83, 1993. https://doi.org/10.1300/J075v13n01_05
  21. J. Austin, J. E. Carr, and J. L. Agnew, "The need for assessment of maintaining variables in OBM," Journal of Organizational Behavior Management, Vol.19, No.2, pp.59-87, 1999. https://doi.org/10.1300/J075v19n02_05
  22. S. Loewy and J. Bailey, "The effects of graphic feedback, goal setting, and manager praise on customer service behaviors," Journal of Organizational Behavior Management, Vol.27, No.3, pp.15-26, 2007.
  23. R. Olson and J. Austin, "Behavior-based safety and working alone: The effects of a self-monitoring package on the safe performance of bus operators," Journal of Organizational Behavior Management, Vol.21, No.3, pp.5-43, 2001. https://doi.org/10.1300/J075v21n03_02
  24. J. P. Calpin, B. Edelstein, and W. K. Redmon, "Performance feedback and goal setting to improve mental health center staff productivity," Journal of Organizational Behavior Management, Vol.9, No2, pp.35-58, 1988. https://doi.org/10.1300/J075v09n02_04
  25. P. K. Duncan and L. R. Bruwelheide, "Feedback: Use and possible behavioral functions," Journal of Organizational Behavior Management, Vol.7, No.3-4, pp.91-114, 1985. https://doi.org/10.1300/J075v07n03_06