Articles & Presentations
DRC’s survey experts are committed to investigating, understanding and explaining the latest issues facing the survey industry. As a result, they have published numerous articles and presented on various topics within the survey industry. Please click on an article or presentation below to learn more.

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The Value of 360-Degree Feedback
A DRC White Paper

360-degree feedback is widely used by many organizations as a tool for development and/or personnel decision-making purposes.

360-Degree Feedback

Paper-and-Pencil and Web Surveys
Different Methods, Same Results?

This paper reviews how two commonly used but different survey administration methods may affect survey results.

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Pulse Surveys
An Overview

This paper examines the concept and characteristics of pulse surveys.

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Application of an Automated Content Analysis Process to Multisource Comments

A paper on how to improve the use and usefulness of multisource comments. Presented in a practice forum at the Twenty-First Annual Meeting of the Society for Industrial and Organizational Psychology, Dallas, TX. May 2006.

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Creative Consulting: Innovative Perspectives in Management Consulting
Service Climate and Employee Satisfaction in Linkage Research: Which Matters? When and Why?

Fenlason, K., and Lundby, K. “Service Climate and Employee Satisfaction in Linkage Research: Which Matters? When and Why?” Creative Consulting: Innovative Perspectives in Management Consulting, edited by Anthony F. Buono. Greenwich, CT. Information Age Publishing, 2004.

Fenlason and Lundby use linkage research, a method that uses statistical modeling to identify relationships among different organizational factors. Such research can benefit companies by determining specific areas that must be improved in order to impact desired outcomes. Common areas studied include employee attitudes, customer loyalty, and company profitability, all of which can be linked together by certain causes and effects. Linkage research has helped determine which employee and customer attitudes are important for a specific organization or parts of an organization.

A sample study is outlined by Fenlason and Lundby which demonstrates the benefits of linkage research. They detail the process used to determine which would have the greatest impact on customer satisfaction – employee satisfaction or climate-for-service. Using data collected through surveys filled out by employees and customers of a medium-sized bank, they found data that suggests employee satisfaction is less important than climate for service in determining customer satisfaction.

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Getting Action from Organizational Surveys: New Concepts, Technologies and Applications
Online Surveys: Critical Issues in Using the Web to Conduct Surveys.

Fenlason, K., and Suckow-Zimberg, K. “Online Surveys: Critical Issues in Using the Web to Conduct Surveys.” Getting Action from Organizational Surveys: New Concepts, Technologies and Applications, edited by Allen Kraut. San Francisco, CA. Jossey-Bass, 2006.

Administering surveys online is quickly becoming more popular than traditional paper-and-pencil versions. Online technology brings survey administration to greater heights with increased speed, greater control over the administration of surveys, and the potential for lower costs. Here, Fenlason and Suckow-Zimberg discuss the critical issues companies face in using the internet to conduct surveys, including system functionality and employee reactions.

The authors detail five key areas companies should consider when using online survey systems: comparing and merging paper and online methods, enhancing surveys with online capabilities, improving the user experience, system testing, and ensuring privacy and security.

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