Date of Award


Degree Name

Master of Arts



First Advisor

Dr. William K. Redmon

Second Advisor

Dr. Alyce Dickinson

Third Advisor

Dr. Jack Michael

Access Setting

Masters Thesis-Open Access


This study evaluated the effectiveness of a feedback system developed to increase the productivity and job satisfaction of clerical staff in a university unit that admitted and audited students. Weekly and daily feedback were compared. Employees self-recorded the quantity and type of tasks completed throughout the study. In feedback condition 1, the supervisor delivered feedback once a week to two employees and everyday to three employees. In feedback condition 2, feedback frequencies were switched such that employees who first received weekly feedback received daily feedback, and employees who first received daily feedback received weekly feedback. Job satisfaction was measured before feedback condition 1 and after feedback condition 2 using the Work Environment Scale (Moos, 1981). Results indicated that (a) performance during both feedback conditions increased over baseline performance, (b) performance was not differentially affected by the two feedback frequencies, and (c) job satisfaction increased following the implementation of the feedback system.