October 2003:

Terry Gleason's recent article in Marketing Research addresses the reliability, power, sensitivity and validity of point scales used in survey research. See Gleason, T.C., et. al. "In Search of theOptimum Scale", Marketing Research. Fall 2003, pp. 25-29.

September 2003:

On May 8, 2003 at the Telecommunications Research Conference in Dallas, TX, sponsored by Flake-Wilkerson Market Insights, Terry Gleason presented "Setting Fair and Effective Objectives: an analysis of methods for setting objectives that achieve the twin objectives of being fair and effective in motivating improved performance".

Download Terry's Presentation Here

In a variety of settings, it is often desirable to set performance objectives for the company and it sub-units. Usually these objectives are measured through some aspect of customer behavior such as customer satisfaction tracking studies or sales associated with agent or office efforts. Objectives for customer behavior require a special set of considerations in order to be both effective in encouraging improved performance within the company and fair to the employees charged with improving performance.