The effects of communication and feedback channels on the levels of employee satisfaction relating to the implementation of a performance improvement intervention: A health care study

The purpose of this study was to determine a profile for what productive communication regarding an innovation should look like within the organization. Specifically, communication channels and methods for providing feedback were examined. The following research questions arose from the literature review.;(1) Are there specific channels of communication that employees find more satisfying when hearing about an intervention? (2) Are there specific methods of feedback that employees find more satisfying when providing feedback about an intervention? (3) Do the communication channels and feedback methods used affect an employee's level of satisfaction toward the customer service intervention? (4) Is there a difference between the channels of communication that are employed to disseminate information regarding a planned change as a result of the employee's position within IMC? (5) Does an employee's status or position within the organization affect his/her level of satisfaction with the communication channels regarding the customer service initiatives?;(6) Does an employee's status or position within the organization affect his/her level of satisfaction with the methods available to provide feedback on the customer service initiative?;Repeated Measures ANOVAs were conducted for the first two research questions. Statistically significant findings were found in response to questions 1, 2, 3, 5, and 6. Results of subsequent pair-wise comparisons showed that email/TAO (Totally Automated Office) was the most satisfying channel of communication, as well as the most satisfying method for providing feedback back to the organization when compared to other channels. Results from the correlation analysis for question 3 determined that the more satisfied participants were with the communication channels and feedback methods, the higher their overall satisfaction with the customer service initiative. Question 4 required the review of the communication plan and artifacts provided Guest Relations. A review of these artifacts showed no meaningful difference in channels or methods of feedback, with the exception of training being used as a method of communication for leaders. Results from the independent samples t tests showed that leaders were more satisfied with training as a communication channel, while non-leaders chose the use of co-workers/rumor mill. Leaders were also more satisfied with suggestion boxes as a method for providing feedback to the organization, while no feedback method was clearly seen as most satisfying by non-leaders. Qualitative data analysis validated the quantitative results for questions 1-3.