www.sharexxx.net - free books & magazines
www.sharexxx.net - free books & magazines
www.sharexxx.net - free books & magazines
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
192 Mullany and Lay<br />
n<br />
S = � s i w i,<br />
i = 1<br />
where:<br />
S = respondent’s overall satisfaction with n significant facets of the job,<br />
s i = respondent’s satisfaction with facet i, rated on a seven-point scale, and<br />
w i = the importance of facet i to the respondent, rated on a seven-point scale.<br />
Pearson made use of this model in his 39-factor instrument discussed earlier<br />
(Bailey & Pearson, 1983). However, the R-score method makes three fundamental<br />
departures in its application of the same. Firstly, it assumes that weighted<br />
responses to dissatisfaction with various facets of a system and its manner of<br />
implementation will give a valid measure of overall dissatisfaction. It is difficult to see<br />
why all the arguments which apply to weighted measures of satisfaction cannot also<br />
apply to its antipode, dissatisfaction, hence this variation was assumed valid.<br />
Secondly, the R-score method assumes that overall dissatisfaction gives a valid<br />
measure of its surrogate, user resistance. This stems directly from the discussion<br />
above so long as it is understood that only those forms of resistance variation were<br />
assumed valid. Secondly, the R-score method assumes that overall dissatisfaction<br />
gives a valid measure of its surrogate, user resistance. This stems directly from the<br />
discussion above so long as it is understood that only those forms of resistance<br />
measured by overt expressions of dissatisfaction are intended. Finally, the facets of<br />
dissatisfaction are not pre-specified, but are enumerated by the respondent (that is,<br />
the user) himself. This was justified in terms of Wanous and Lawler’s model by<br />
rating any complaint raised by the user with unit importance (and, of course, those<br />
not raised by the user with zero importance). This meant that the R-score could be<br />
measured simply by summing the user’s dissatisfaction ratings for his own complaints<br />
against the system. In mathematical terms, the R-score, R, after the user has<br />
made n complaints in respect of the system and/or its manner of implementation, can<br />
be expressed as:<br />
n<br />
R = � s i,<br />
i = 1<br />
where s i is defined as the severity of complaint i to the user, rated on the<br />
following seven-point scale:<br />
(7) a totally unsolvable problem<br />
(6) a very serious problem<br />
Copyright © 2003, Idea Group Inc. Copying or distributing in print or electronic forms without written<br />
permission of Idea Group Inc. is prohibited.