Using a Recognition and Reward Initiative to Improve Service Quality: A Quasi-Experimental Field Study in a Public Higher Education Institution

Public Personnel Management Volume 40 No. 2 Summer 2011

7 Pages Posted: 1 Jul 2016 Last revised: 3 Jul 2016

See all articles by Ann Cohen Brandwein

Ann Cohen Brandwein

City University of New York - Paul H. Chook Department of Information Systems & Statistics

Richard Kopelman

City University of New York (CUNY) - Department of Management

Naomi A. Gardberg

City University of New York - Narendra Paul Loomba Department of Management

Date Written: July 1, 2011

Abstract

We describe a service quality initiative that focused on improving the work behavior and job attitudes of employees in a job category that is often overlooked, yet which is integral to the success of most public sector organizations — administrative assistants. Data on service quality were collected on an ongoing basis by an independent entity, Educational Benchmarks, Inc. (EBI). Faculty ratings of administrative assistance improved by > 5 Standard Errors of Measurement compared to other EBI measurements. Survey data from administrative assistants were highly favorable. The present action research suggests that a recognition and reward intervention can improve service excellence in a public sector higher education organization

Keywords: Recognition, Quality

JEL Classification: M12

Suggested Citation

Brandwein, Ann Cohen and Kopelman, Richard and Gardberg, Naomi A., Using a Recognition and Reward Initiative to Improve Service Quality: A Quasi-Experimental Field Study in a Public Higher Education Institution (July 1, 2011). Public Personnel Management Volume 40 No. 2 Summer 2011. Available at SSRN: https://ssrn.com/abstract=2803162

Ann Cohen Brandwein (Contact Author)

City University of New York - Paul H. Chook Department of Information Systems & Statistics ( email )

17 Lexington Avenue
New York, NY 10010
United States

Richard Kopelman

City University of New York (CUNY) - Department of Management ( email )

NY
United States

Naomi A. Gardberg

City University of New York - Narendra Paul Loomba Department of Management ( email )

NY
United States
646.312.3657 (Phone)
646.312.3621 (Fax)

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