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THE EFFECTS OF TRANSACTIONAL ANALYSIS AND ORGANIZATIONAL BEHAVIOR MODIFICATION AS AN INTERVENTION FOR IMPROVING EMPLOYEE-CUSTOMER RELATIONS.
Abstract
It is estimated that non-academic job oriented training for adults is a 100 billion dollar a year industry (Gilbert, 1976). Thedirect costa for professionally conducted seminars range fron about $50 per day for each participant to as nuch as $1,500 per participant for week-long seminars. Indirect costs neasured in terms of participant wages, benefits, and overhead expenses are estimated to be at least ten times greater than direct expenses (Gilbert, 1976). Thus, it would seem that, with the vast amount of financial resources expended in training, there would be a very healthy and active interest in evaluating its effectiveness by both private organizations and academicians. Indeed, there are numerous reports in the training literature which enphasize the need for evaluating training programs (e.g.. Kirkpatrick, 1960; Honey and Morris, 1973; and Imberman, 1975). Yet, although these articles encourage evaluation, for the nost part, they provide very little pragmatic guidance (e.g.. Tracy, 1968 and Steel, 1972). Some authors even suggest that the complexities of evaluation are so pervasive that effective evaluation nay not be possible (e.g.. Strauss and Sayles, 1967 and Alpander, 1974). Strauss and Sayles, for example, conclude that "for the inmediate future it seems that the value of training courses nust be taken pretty much on faith."
Subject Area
Business administration
Recommended Citation
MARTINKO, MARK JAMES, "THE EFFECTS OF TRANSACTIONAL ANALYSIS AND ORGANIZATIONAL BEHAVIOR MODIFICATION AS AN INTERVENTION FOR IMPROVING EMPLOYEE-CUSTOMER RELATIONS." (1977). ETD collection for University of Nebraska-Lincoln. AAI7808167.
https://digitalcommons.unl.edu/dissertations/AAI7808167