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Research Article

An Analysis of the Effectiveness of Transactional Analysis in Improving Organizational Effectiveness

Pages 229-235
Published online: 28 Dec 2017
 
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Customer relations department employees received three training sessions in transactional analysis. A post-training multiple choice test showed relative mastery of TA principles and concepts. Pre-, during, and post-training measures of employee perceptions of customer satisfaction, and customer reports of degree of satisfaction indicated significant positive changes in both measures. Post-training interviews of employees and management evaluations of departmental performance concurred in supporting hypotheses of increased organization and work effectiveness.

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Author information

Fred Luthans

Mark J. Martinko is an assistant professor of management at the Florida State University. His research and teaching interests are in the areas of organization behavior and development.
Fred Lutharts is a Regent's Professor of management at the University of Nebraska. His research and teaching interests are in the areas of organizational behavior and theory.