Customer relations department employees received three training sessions in transactional analysis. A post-training multiple choice test showed relative mastery of TA principles and concepts. Pre-, during, and post-training measures of employee perceptions of customer satisfaction, and customer reports of degree of satisfaction indicated significant positive changes in both measures. Post-training interviews of employees and management evaluations of departmental performance concurred in supporting hypotheses of increased organization and work effectiveness.
Get full access to this article
View all access options for this article.
References
1.
AmundsonN.E.TA with elementary school children: A pilot study. Transactional Analysis Journal, 1975, 5 (3), 250–51.
2.
ArnoldT.J., & SimpsonR.L.The effects of TA group on emotionally-disturbed school-age boys. Transactional Analysis Journal, 1975, 5 (3), 238–241.
CampbellD.T., & StanelyJ.C.Experimental and quasi-experimental designs for research. New York: Rand-McNally, 1963.
5.
ErskineR.G., & MaisenbackerJ.The effects of TA on socially maladjusted high school students. Transactional Analysis Journal, 1975, 5 (3), 252–254.
6.
GlassG., & StanleyJ.Statistical methods in educational psychology. Englewood Cliffs, New Jersey: Prentice-Hall, 1970.
7.
HaysW.L.Statistics. New York: Holt, Rinehart, and Winston, 1963.
8.
HuseE.F.Organization development and change. New York: West Publishing Co., 1975.
9.
JesnessC.F.Comparative effectiveness of behavior modification and transactional analysis programs for delinquents. Journal of Consulting and Clinical Psychology, 1975, 43 (6), 758–779.
10.
KnippingP.A., ChandlerL.A classroom comparison of behavioral modification techniques. The Journal of School Health, 1975, 45 (1), 33–36.
11.
NykodymN.Transactional analysis: A strategy for the improvement of supervisory behavior. Transactional Analysis Journal, 1978, 8 (3), 254–258.
12.
RettigJ., & AmanoM.Survey of ASPA experience with management by objectives, sensititivity training, and transactional analysis. Personnel Journal, 1976, 55 (1), 26–29.
