A Theoretically Based Contingency Model of Feedback: Implications for Managing Service Employees

Through the years, positive feedback has been accepted as an effective method of improving employee performance. However, recent research reviews question across individual consistency of this effect. This inconsistency may arise from the interaction of feedback type (positive and negative) with individual differences. A Contingency Model of Feedback is proposed. This model integrates previous theory and research. It has implications which would allow service sector managers to select the most appropriate feedback type for each employee.