Date of Award

Spring 1992

Document Type


Degree Name

Doctor of Philosophy (PhD)




Industrial/Organizational Psychology

Committee Director

Donald D. Davis

Committee Member

Albert S. Glickman

Committee Member

Robert M. McIntyre

Committee Member

Paul Champagne


The purpose of this research was to investigate the effects of an intervention involving employee participation in decision making and behavior modeling training on quality of service. Subjects were nursing aides in two similar nursing home facilities operated by a medium-sized long-term care organization. Participation in decision making involved weekly meetings using a quality-circle-type problem-solving process to develop suggestions for improving quality of service to residents and their families. Behavior modeling training was used to teach interpersonal skills necessary for handling a customer complaint. Service quality was assessed through family, resident, and supervisor ratings of nursing aide service behaviors. The impact of the intervention was assessed with nursing aide quality of worklife indicators of perceived influence in decision making, satisfaction with decision making influence, organizational commitment, turnover intention, role conflict, role ambiguity, higher-order need satisfaction, satisfaction with service role, and satisfaction with organizational policies. The results for service quality revealed that the intervention did not improve customer ratings of service quality performance. The results for aide quality of worklife indicators showed a significant intervention effect on perceived influence and turnover intention. Analysis of reasons for this limited effect and suggestions for future research are discussed.


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