Communication practices of productive service-industry workers

Date
1987
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Abstract

Does service-industry worker productivity vary according to the type, frequency and content of their communications with other workers and with their supervisors? The problem of this thesis is to answer that question. Twenty-two service-industry workers answered questions relative to their communication practices. Most subjects were women between thirty and thirty-nine years old. Half had been with the company under five years, and 36% had five to nine years of tenure. Independent communication variables are examined against dependent productivity records spanning a one-year time period using multiple regression analysis. The relationship is significant to the .05 level in six of the analyses. Findings suggest that service-industry workers who engage in frequent two-way communications and frequent work-related communications are productive. Those who express satisfaction with their jobs are productive as are those who frequently both give and receive feedback.

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Keywords
Service industries workers, Service industries--Personnel management, Communication in personnel management
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